Dispute Denied, But I have e-mail proof?

[Yalbit]

Hey, 

I brought a product (back in March), they sent shipping information, that information eventually said the package arrived but it didn't. I contacted the seller, they admitted to me (over e-mail) that the address was wrong and they would resend the product. 4 months later I have had no new shipping information or a new product and their e-mails just keep asking me to wait as they have "shipping errors".

PayPal denied my claim because they could provide shipping information, but I have evidence from the seller that they put the wrong address on it. 

How can I get PayPal to understand that and re open my dispute? Is issuing a charge back with my CC company the only option? 

Thanks! 

[kernowlass]

@Yalbit 

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.
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, however that may not be an option at the moment due to covid), 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.

[Yalbit]

Done the first part. 

Can't file an appeal because the "Appeal this decision" isn't available in the resolution centre. I can't call them because of Covid, and Twitter just told me to use the appeal button, which isn't there. 

I'll just issue a chargeback. 

[kernowlass · Accepted solution]

@Yalbit 

If you can do a chargeback then to be honest that is probably the quickest and easiest option, good luck.

[Luis-Alfredo]

yo tengo el mismo problema, disputa denegada y estoy perdiendo 111.9 dolares

[SanamM]

How to do a charge back? I received a hair dye that DOESN'T dye. PayPal declined my claim. I am very upset as Papal wrote, I might have changed or amended the product. It is so sad.

[Ceci26]

Can you please tell me how to do a chargeback? Do you mean charge back PayPal (your account in PayPal)  or the credit card where that purchase was charged to?

[TN422]

I am in the middle of this very same situation. That 17track site is also bogus. This is what PayPal uses to verify and when I look up the tracking number it gives me shipping and date information. However when I called the United States post office they said no tracking number existed and that there is no way if it had been sent out as it says that they would have a record too and there is none. Also another thing the site I ordered it from is ironically not in service. So I want to know who does these investigations for us customers? Since it took me about an hour to figure this out and before they closed my case they had a month to investigate this. Christmas time is coming I do 90% of my shopping online and unless PayPal gets this worked out for me I may as well not use them because there is no security for the customer like they promise and if there is no security for my purchases there is no reason to use them.

[Loopsta]

I have a similar problem. PayPal confirmed on a message in the dispute message that I didn't get the item and yet wants me to prove I didn't get it. That's a crazy unfulfillable request. I don't know what to do except bring PayPal to the small claims court. Interestingly the same thing happened a few months ago and I got a refund.

[Ajamieson13]

I am having this problem now. I also have not received a refund, that PayPal in Chat acknowledged and now the dispute department has closed my dispute in favour of the vendor saying they refunded my money. There is nowhere on my account showing the refund.

How can PayPal justify their decision? I have asked both vendor and PayPal to prove to me the refund, like they asked me to prove the original payment.

Where can we go next to get help with PayPal. I am losing faith in them as this is the second time they have not helped me.