Parcel never arrived, Paypal decided against me

[konstantinos86]

Hello,

On Nov 5, 2017 I ordered a phone from gearbest. On Jan 4, 2018 after long communication with gearbest and with the shipping agency (DPD UK), because the parcel is lost, I opened a dispute to paypal. On Jan 14, 2018 Paypal decided against me. So I lost my money and did not received my parcel.

What should I do now?

Does anyone knows in which situation does paypal refunds because mine should be one of them.

I am very disappointed. This situation has cost me time, money and my clarity.

[Whac-A-Mole]

from what OP shows us,there is a middleman between Geabest and the real carrier which does the shipping.

and what did they show PAYPAL and what is PAYPAL looking at?

I would just file chargeback if I have used a credit card.

Someone just posted a problem with Gearbest,SHE ORDered a scooter and she is showing some tracking information that it was delivered to GERMANY when she is in Slovakia and the item was refused as dangerous material by some entity?

she lost the dispute as tracking shows delivered??

[angelleye]

Yeah, I've been seeing some interesting examples of both buyer and seller protection disputes going a different way than I would think it would go.

I would agree, though. If you paid with a credit card and you aren't able to get anybody to help you, file a chargeback.

I would give one last attempt at reaching out to Gearbest first, though, and let them know your plan. Also one last attempt at reaching the carrier directly to see if you can get them to help. It's not a fun, and it feels like a waste of time, but dealing with chargebacks can have time wasting problems as well. I typically try to resolve any issues I can without doing that if possible.

[konstantinos86]

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@Whac-A-Mole wrote:

from what OP shows us,there is a middleman between Geabest and the real carrier which does the shipping.

and what did they show PAYPAL and what is PAYPAL looking at?

I would just file chargeback if I have used a credit card.

Someone just posted a problem with Gearbest,SHE ORDered a scooter and she is showing some tracking information that it was delivered to GERMANY when she is in Slovakia and the item was refused as dangerous material by some entity?

she lost the dispute as tracking shows delivered??

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Who is the middleman? Gearbest gave the parcel to DPD to tranfer it and they did it throught UK. Is this what you mean?

I used  a credit card but I paid throught paypal for security reasons (???).

[konstantinos86]

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@angelleye wrote:
I think we all agree that the seller SHOULD be responsible. I try to focus on what we have to work with now, though. The package is not insured, so it's going to need to be tracked down. If the seller isn't helping, then it's up to the buyer to take the next steps to try and resolve the situation on their own, and never buy from that seller again in the future. Seller's loss.

He already said he lost the claim, so harping on that won't do much good either. He also provided the tracking and the carrier info which shows the package is simply lost.

Again, if the seller isn't going to help, and PayPal has already closed in favor of the seller (which I would definitely be curious about the details of why) then you can either spend time/energy fighting them about it or trying to track it down on your own. In my experience that energy is better used dealing with the carrier on my own. In most cases they will help.

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Since we all agree that the seller SHOULD be responsible why noone who deals with the disputes takes action here???

I have been constantly contacting DPD (shipping agency) for a solution but they insist that the seller must open the investigation for the lost parcel. Ofcourse Gearbst (the seller) has not helped at all. That is why I did the dispute.

Thanks again for your time

[konstantinos86]

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@Whac-A-Mole wrote:

I would have to side with OP,it is the seller job to deliver the goods in good order to the buyer shipping address.

first is the item eligible forPAYPAL buyer protection?

did the seller ship with delivery confirmation to the address you gave him for that order?

if it is $750 or more,it should be signd for.

There is no such excuse that buyer did not buy insurance,insurance is to protect the seller,not the buyer,if buyer did not get the item,he should get his money back.

In most cases,if seller cannot come up with a tracking number showing it has been delivered to the address on the payment notice,he loses,what muddles this case seems to be the third party shipper.

what kind of tracking number is the shipper giving to the  disputed case?

you have to look into your case and see what seller uploaded as tracking number.

it must be a valid number viewable online from a commercial carrier.

I would say the Paypal robot did not handle this case correctly due to this third party shipper,I would appeal and have a person look into it.

what is the tracking number and what carrier did they use?

Does PAYPAL ROBOT know how to get to the website to verify tracking?

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if you are not happy with Paypal and you paid with your credit card,then file chargeback with your cc issuer.

unlike Paypal,some one will look into it and you can even talk to her.

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The item eligible forPAYPAL buyer protection, I bought a smartphone.

Yes the seller did ship with delivery confirmation, they provided a tracking number with DPD UK courier.

Totally agree on the point that it’s the sellers responsibility to make sure that parcel reaches the buyer with or without insurance. Me as a customer, paid for something I did not received.

The seller uploaded the tracking number that DPD gave them, which is viewable.

Because I do not have an experience like this before, please explain to me: does a robot decide for such cases? I am very disappointed on their decision.

How do you believe is the best way to handle this?

How can I appeal this decision and re open my case?

Yesterday I sent them an email through Customer Service asking for re-investigation of the case and the reasons why they decided against me but the only thing I got so far is an automatic reply.

Thank you very much for your response, it has been very helpful.

[konstantinos86]

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@angelleye wrote:
Did they provide any details about why they closed in favor of the seller?

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No, they did not. Just the shipping details gearbest sent them (picture below). No proof that I have received my parcel, because they can’t, since the parcel is lost.

I sent paypal an email requesting the reasons of their decision through customer service, they have not answer (yet?).