Dispute denied because item delivered, but was delivereted to wrong address

[cmayo]

I opened a dispute on 1/24 after the seller delivered my item to the wrong address and refused to communicate with me to resolve the issue. UPS confirmed that it was not delivered to my address, but would not divulge the actual delivery address. After waiting the required time for the seller to respond to PayPal, PayPal summarily denied my dispute because shipment tracking confirmed the item was delivered. 

If a single human had actually followed up on my claim, i.e. confirmed with UPS that the item was not delivered to my address, I feel like my claim would have been resolved in my favor. As it stands, the seller took my money, I never received my item, and PayPal found for the seller because UPS delivered my item to some (apparently) random address. For all I know, the seller shipped the item to his own darned address.

Is this really the best I can expect from PayPal? I lose money, don't get what I paid for, and PayPal finds for the seller when, with a minimum of actual human effort, it would be clear that I had been ripped off?

My claim from 1/24:

Purchased XXXXXXXXXXXXXXXX from seller on 1/13. Item was apparently delivered to the wrong address on 1/20 (confirmed by UPS on 1/22 - tracking XXXXXXXXXXX). Steps taken to resolve so far: Have emailed seller twice at XXXXXXXXX @ XXXX.XXX (per your "More details on your shipment" email of 1/19) and have received no response. Reported the issue to the company via their contact form , and received no response. Emailed the company's contact email address , and my email was returned with an INVALID_ADDRESS error. Phoned the company multiple times at the number given on their website. Calls went to someone's personal voicemail. Left message requesting callback, but call was not returned.

[sharpiemarker]

@cmayo 

Contact UPS fraud dept to get official letter or documentation from them that for said tracking number, the address on package is not [your] address and was not delivered to your said address. Tell them you need this documentation to file police/law enforcement report if they refuse. File a ic3.gov report. Pdf the documents then appeal case and upload the files at the resolution center or call customer service to appeal:

To contact customer service for assistance:

Log on, click HELP on top menu, scroll down to click CONTACT US, and then scroll down to click CALL US or other contact options.

Call early, during business hours, west coast time to try to get a US rep. 

Or contact via social media:

Facebook (US): https://www.facebook.com/paypal

Twitter (US): @AskPayPal 

[cmayo]

Thanks @sharpiemarker. I really appreciate the guidance and I'll give it a go, but I don't like my chances, especially given that I somehow have to motivate two massive, international corporations (PayPal & UPS) to provide me with a trivial amount of actual personal service. I thought I was actually going to get through to the resolution team earlier today after an agonizing 20-minute "it was delivered" / "yes, but not to me" conversation with PayPal customer service. The agent finally said she'd put me through to dispute resolution, then hung up on me (as I expected she would).

[sharpiemarker]

@cmayo 

Yeah...your other recourse is disputing via credit card if that is how you paid. If the UPS tracking info shows a different address to your PayPal payment receipt, provide pdfs of both, the credit card should likely to help you.

[cmayo]

UPS declined to help. This is actually a pretty nifty little scam. The item weight on the UPS shipment was 2lbs under the actual product weight, so all the seller had to do was take my money and ship a bag of sand to some random business in my town/zip, knowing that PayPal wouldn't trouble itself to acutally investigate my dispute or even (apparently) to read it. Item shipped, item received, claim denied, decision final. Heck, even the publicly available proof-of-delivery on the UPS site showed the item was left "at the dock" and signed for by "Hayley." My house doesn't have a dock or a shipping clerk named Hayley.

Shame on you, PayPal. I've run every bit of my online shopping through my PayPal account for years expecting PayPal would have my back in the event of a shady seller, but apparently "PayPal Buyer Protection" is only a slogan.

[Dell14z]

I was going to tell you to track your package and get the delivery address. UPS can provide the information online for you.  Get a printout for proof of delivery that show the address and refile the claim. 

[cmayo]

@Dell14z - Thanks, but UPS will only release the delivery address to the seller. They will confirm that the shipment was not addressed to my residence, but that's all. That's why it's so frustrating that PayPal won't invest a three-minute phone call to UPS to confirm that I never received my purchase.

[Dell14z]

Get that confirmation in writing. That’s proof that you didn’t receive it. 

i just tracked a package that UPS delivered today. The shipper and my address are in the tracking report 

[cmayo]

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@Dell14z wrote:

Get that confirmation in writing. That’s proof that you didn’t receive it. 

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@Dell14z I did try that today. UPS declined to provide any documentation that the shipment was delivered elsewhere.

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@Dell14z wrote:

i just tracked a package that UPS delivered today. The shipper and my address are in the tracking report 

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That information may be available to the seller but as the buyer, all tracking shows me is that it was delivered to my town and state. No street or zip info at all.

[Dell14z]

In writing is from the website tracking information. I’m the buyer and not a seller.