Did not receive item, filed dispute, dispute was denied, no option to appeal

[kidchemical]

I purchased an item thru Aliexpress. The tracking said that it was delivered, but I never received a package. I filed a dispute with Paypal, and it was denied. The reason given was that Aliexpress supplied a PDF with a screenshot of the tracking page that reads "delivered." There's no proof that it was actually dropped off at my house. It could've been left literally anywhere. They've provided no real proof and Paypal sided with them.

On the other hand, I supplied evidence thru my doorbell and patio cameras showing that there was no attempted delivery at my house during the period of time listed on the tracking information that THE SELLER PROVIDED. I have ACTUAL PROOF that they did not deliver it to my house, but Paypal denied my dispute anyway. And there is no option to appeal this decision.

The PDF also included a suspicious screenshot of the "shipping label" with my information on it. Not an actual photo of a physical label, but an awkwardly photoshopped digital label. I've read that some scam sellers will find houses for sale in your same zip code and send empty (but weighted) boxes to those houses so that tracking will show it's delivered but you never receive anything. I have a feeling this is what has happened here.

Do I have any recourse? Why am I not allowed to appeal such an obviously wrong decision? Why would Paypal not accept my definitive evidence?

[kernowlass]

@kidchemical 

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 Paypal 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?

[kidchemical]

thanks, this is super helpful

[GL2000]

For me its not about the amount, only $4 difference, its the principle and trust. I has spend thousands on this platform, under the impression that I will be protected from such scam. However, despite giving all the proof that the package is still in China, (even the PDF aliexpress show as their proof have this detail too). 

Paypal just declined the dispute. Paypal and Aliexpress lost my trust ... all for $4???? Disappointing.

[GL2000]

Apparently Paypal's "buyers protection program" does not actually cover the buyer's if the seller send  proof of shipment or proof of delivery. Even though item is still in some logistic warehouse in China.

So much for "Buyers Protection"... 😟

[kernowlass]

@GL2000 

The idea is to read up on paypals buyer protection policy first so you can risk assess your sales.

Then try avoiding China sites selling tat on Social Media. 

[GL2000]

I think in this case, China is a secondary issue. I have many positive experience with purchasing from China.

However, Paypal's buyers protection policy which allow seller to just send "proof of send" generated docket, when the item is not actually sent or delivered would spawn many unscrupulous actors to exploit this.

From the victim's perspective, unfortunately, I felt I had been betrayed for placing my trust in Paypal's "buyers protection policy"... 

I used to use place my orders using paypal with confidence, now.... meeeh....  lost my trust completely

[kernowlass]

@GL2000 

I fund my paypal payments via a credit card, so if not covered by buyer protection I can do a chargeback via my card issuer.

[kidchemical]

UPDATE: I called and spoke with someone at Paypal. Mentioned all the stuff above.

They assured me several times that an actual human would review my appeal.

Cut to one day later, it was automatically rejected for the same exact reason.

It's obvious that no one even looked at my case, and it was all automated.

Such a bummer that PayPal treats customers this way.

[kernowlass]

@kidchemical 

Did you do as per my advice in the above post?

Did you get the information from the courier to say the item was not delivered to your address and provide it to paypal?