Seller sent tracking on claim dispute but items never received

[Circuitchick]

Has anyone else ever had the problem of the seller sending tracking only after an item was disputed and claiming an item was delivered but you never got it in spite of multiple family members being home when they claim it was delivered? I went back to the site and apparently missed this before ordering but the seller has a one star rating and others have had this problem too.

[kernowlass]

@Circuitchick 

Another of these?

Chinese Web Sites or on Social Media ads easy to spot (once you know the below signs) so buyer beware.

1. No return address on the returns policy. The site will look as if its in your country (where they despatch goods from) but they will ask for returns to go back to China (returns depot) at a shipping cost often more than the item is worth.
2. No contact telephone number. if you click on contact the most you will get is webmail or an email address.
3. Rarely company address information.
4. Great pictures of items at bargain prices that turn out to be tat.
5. Fake reviews.
6. Google and you can often see previous company names as they change them once enough claims roll in and Paypal stop them using their services and start over.
7. Send fake tracking numbers to win item non receipt of item claims.

How do I open a dispute with a seller when a purchase goes wrong?

You can open a dispute in the Resolution Centre of your PayPal account within 180 days of payment if:
•You don’t receive the item OR service
•You receive an item but it’s significantly different than the description on eBay or on the seller’s website (or you receive a totally different product).

By opening a dispute, you can communicate directly with your seller to work out a problem transaction.

If you reach an agreement with the seller you can close the dispute. If you're still not happy with the result, you can escalate the dispute into a claim. Paypal will review the claim and decide on reimbursement.

These steps apply to Personal accounts. If you have a Business account, please log in to see the steps that apply to you.

To open a dispute:
1.Log in to your PayPal account.
2. Click on the transaction and use the resolve a problem option at the bottom of that details page.

Note:
•Generally buyers must wait at least 7 days from the date of payment to escalate a dispute for an item not received
•Where an item has not been received, please ensure you have given the seller enough time before opening a dispute

Do not close the dispute until you have a refund or your item.
If a seller states that they can't refund until you have closed the dispute don't believe them.
Escalate the dispute to a claim within 20 days (before it times out), if you need Paypal to get involved.

If you lose because the seller provides a fake tracking number then post back here for more advice.
If the item arrives and its not what you ordered / not as described then make sure you change the dispute quickly from non receipt. If the dispute times out before you can change it then contact customer services to open a second dispute for the new reason.

Activate the below link in case you have to return the item at Paypals request (or the correct one for your country as this is the U.S link).
https://www.paypal.com/us/webapps/mpp/returns

If that does not work then if you funded your paypal payment via a card then contact your card issuer and see if they will issue a chargeback.

[LQQK]

Dear @Circuitchick,

This is currently my same situation. I ordered a product from what I later discovered was a very fictitious website. I never received any tracking info until I disputed the charge as unauthorized.  I did not win the dispute because according to PayPal, I did in fact authorize the charge, regardless if the website was  a scam. I complained to PayPal and they change the dispute to "Item not received". This prompted the fictitious site to provide tracking, showing the item as shipped and delivered to my city and state.  I dug a little deeper and contacted a live agent from the parcel service (in my case, UPS) and they confirmed that the recipient and address was not my own. It's impressive how sophisticated this can be, to be able to provide tracking and showing something as delivered to my city and state. My dispute is still under review, but for your sake, I would contact a live agent at the parcel service used to verify the recipient and address and then document their response. I took screenshots so that PayPal can be aware that although the items show as delivered, it was not delivered to me.  What I think is going to happen now, is the seller will agree to PayPal to reattempt delivery just to buy time. Thus, giving them an opportunity to disappear with the funds with no way to recover it.   I've included below what I provided PayPal with my dispute.  I would advised you to do the same. 

[Romanytony]

I am just going through this as well. Two items paid for (Chinese) and not received, however Paypal refused refund because items were tracked. That doesn't help me, I have paid for items and I haven't got them. Also comments made by public on Facebook (where these items are advertised), show nobody actually got the product, so are Paypal saying we are all lying? I will not use Paypal again.

[kernowlass]

@Romanytony 

Paypal is just a payment processor that gives you 'some' buyer and 'some' seller protection.
So disputes for non receipt of item are mostly automated. Seller provides tracking that shows delivery = seller wins.
So then its your turn to do some work to assist Paypal in recovering your purchase price from your seller.

Firstly ring customer services and tell them that the number is fake or that the item was shown as shipped before you purchased it. With that information they may well just issue you a refund.

Secondly if they don't then... APPEAL
To submit an appeal on the dispute that was closed, PayPal asks that you obtain a detailed report from the shipper/courier (on their letterhead or some other form of official stationary) that includes the address the seller gave them for the shipment. Or one that includes a statement mentioning your address and saying the item was delivered to a different address. THEY DON'T HAVE TO SAY WHICH ADDRESS IT WAS SENT TO, JUST THAT IT WAS NOT DELIVERED TO YOUR ADDRESS.

Check tracking in below link to see where it went.
https://www.17track.net/en

When you have that, contact PayPal via phone (log on to your account and click contact at the bottom of the page, or via Facebook (send a Private Message to PayPal) or via Twitter (send a Direct Message to @AskPayPal) and say you want to appeal the denial of the dispute based on the shipper saying the item was delivered to a different address. Once it's submitted (you will be provided with directions on how to do that), the dispute will be reviewed further and a determination will be made.

You also have the option to contact your card issuer if you funded your paypal payment that way and see if they will do a chargeback for you.