Bought an item, never received it, PayPal denied my claim

[wh4]

Hello everyone.

I live in the US and ordered an item online from Europe. Never received it, but to my surprise a few days later, checking the tracking # provided by the seller, discovered that USPS marked the package delivered. Went to the local postal office and they admitted that the package was delivered to the wrong address and that the truck driver couldn't recall which one. I told them that I needed a prove. At which point, the superintendent  in charge of the local post office wrote me a letter on the official letterhead, which stated that the package was mis-delivered and that I never received it. I opened the case with PayPal customer support and it was denied, based on the fact the seller provided the tracking #, according to which the package was delivered to me. I offered multiple times to email (or mail) them the letter from the local post office (mentioned above) and was told that, if needed, they will ask for it. They never did and denied the claim. What are my options? Thanks.

[PayPal_AshleyM]

Hi wh4,

I'm sorry to hear that your claim was denied, that can definitely be frustrating. I would advise appealing the decision on your case so that you can provide the letter and we can take another look. Hopefully the case is resolved in your favor.

- Ashley M

[wh4]

Hi.

Thank you very much for your reply! I did file an appeal (there was no place on the web page to upload the photo). My appeal was denied again for exactly the same reason (tracking # shows that I supposedly receive the item). I also offered multiple times, while speaking to customer reps on the phone, to upload, email or mail the letter, but to no avail. I'll try attach the photo to this reply.

Thanks again.

[PayPal_AshleyM]

Hey wh4,

Oh no. 😞 At this point I would advise reaching out to us on Facebook or Twitter to see what options we have to help. I apologize for all the trouble you've gone through.

- Ashley M

[wh4]

Hi.

I'm not quite sure why contacting you in a public forum, such as Facebook, is a better option than PayPal's own private community group. It looks to me that I'm just wasting my time. Thank you for your desire to help in any case.

[PayPal_AshleyM]

Hey wh4,

I understand what you're saying, however we're not able to discuss account specific information over the public forum, as it would be a privacy concern. We want to ensure your personal information is kept secure - that's why Facebook or Twitter would be a great way to contact our support team, since the issue wasn't resolved over the phone. Please reach out to us there, I believe this will yield the best resolution for you.

- Ashley M

[wh4]

Hi.

If you really believe that I can advance my case via Facebook, I can certainly try it. However, it's not clear to me what I'm suppose to do there. I see a "Post" option. Is it going to be a public message? If, yes, then how the information I'm going to post there will be more secure or private than in PayPal community forum?

[PayPal_AshleyM]

Hey wh4,

Great question, you can click "Send a message" on the PayPal Facebook page and reach us directly through a private message. Then we can take a closer look and hopefully get this resolved.

- Ashley M

[wh4]

Hi.

Just tried it. It brought an instant conversation window. I typed my message, explaining my situation. Got a suggestion to open a case with resolution center. I replied that I did and was denied and got reply to open the case with resolution center. It looks like I was communicating with AI rather than with a live person. Is that the extent of what they can do?

[nickellie69]

ashey, im having a similar issue. how can i contact you directly? if i go to facebook wont it just send me to a random CSR? everyone i have delt wiht has been short, rude, and unhelpful. your comments seem like you would at least give me the time of day before denying me again.

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