Disputing a Resolution Centre decision

kopito32
Contributor
Contributor

I lodged a case through the Resolution Centre because after almost a month waiting, the goods were not received. Prior to that, correspondence with the 'seller' provided a 'tracking' number, but when I followed the link, the whole thing was in Chinese so I could not understand any of it. After various other contacts with the seller, they said the goods had been 'delivered' but would not provide further details. When I followed this up again, I got an email from them asking me to pay a further amount of money, as the parcel had to be 'redirected' and original postage did not cover it. Again, I asked for my money back. Then seller advises 'goods delivered and signed for', but despite more requests from me to provide details (maybe it had been delivered to the wrong address), all they stated was that it was 'delivered' to my local area - a place of over 5500 houses. I escalated the matter by opening a case through PayPal. After almost a month ago. Today I get notification that the seller has 'provided' evidence of delivery, but no other information.

If the goods were left at the doorstep and someone stole them... they how could the parcel be 'signed' for? No indication what address it was 'delivered to' other than them saying 'it was delivered to the address on the order, but no copy of this order received. How can the Centre make a decision without at least checking with me the correct address... or, if indeed signed for... a copy of such proof?

We are in a pandemic and under stay-home orders... It's not as though we are away from the house all day.

What are my options, besides a justified critical review to the seller? And, why is there no appeal process in these disputes?

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Mark_my_words
New Community Member

It seems to me that purchasing through PayPal you don't get the same protections as purchasing directly with a credit card. For example they do not appear to check that a delivery is going to one of the purchaser's addresses - I think that most credit cards check this. I only use it for convenience when shopping online, but am planning to try to use it less in future.

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PayPal_Celeste
Moderator
Moderator

Hi there @kopito32,

 

Thank you for your post, and welcome to the Community! I'm sorry to hear this case wasn't found in your favor. I can understand cases like this can be frustrating. You may have the option to Appeal PayPal's Claim Decision, but we generally recommend working through these steps if you have new information to support the claim. For further assistance, you can get in touch with our customer support team by selecting Contact at the bottom of any PayPal page. Good luck, I hope this information helps!

 

Take care,

 

- Celeste

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kopito32
Contributor
Contributor

Personally, I don't really know how to contact - to actually talk to someone at the Resolution Centre. I am really convinced that if delivered at all, they were delivered to a wrong address. What I find confusing is that they (the providers) would blatantly refuse to give me the details of the proof of delivery, other than an electronic note stating 'delivered'. What's more, once I started trying to find out what was happening with my parcel, I suddenly received an email purporting to be from Australia Post indicating I needed to send money as there had been insufficient postage paid for the 'redirection'...

And then, and out of the blue the company states they not only have delivered it, but have had someone sign for it.

How can I prove that they did not deliver the goods? And yet, they should be able to prove that they did - and also verify with me that it was actually my address and me who took possession of it, if indeed someone did.

For all I know, the delivery person maybe could not locate my address (and previous couriers have had issues) and may have either kept, or otherwise dispossed of the parcel. I think that perhaps my only chance is to go to the appeals. I perhaps should have uploaded a copy of that email from 'AustraliaPost' when I first lodged the complaint. Making matters worse, I am not that tech saavy, and find it really hard navigating my way through these websites. Unfortunately, talking to a human being is getting harder and harder these days...

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kernowlass
Esteemed Advisor
Esteemed Advisor

@kopito32 


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 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.


Advice is voluntary.
Kudos / Solution appreciated.
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sindyloo
New Community Member

I have had the same thing happen to me and my case was denied.  I looked to see if I can appeal it as both tracking numbers supplied are invalid yet just because they supplied a tracking number Paypal agreed with them?  Ni items and now over 77USD out of pocket. How can we appeal if there is no option next to the closed case. 

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Mark_my_words
New Community Member

It seems to me that purchasing through PayPal you don't get the same protections as purchasing directly with a credit card. For example they do not appear to check that a delivery is going to one of the purchaser's addresses - I think that most credit cards check this. I only use it for convenience when shopping online, but am planning to try to use it less in future.

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kopito32
Contributor
Contributor

Sounds like the best advice. Thanks 🙂

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dmsimmonsx5
Member
Member

Disputing a fraudulent transaction is a joke with PayPal...  I'm with you...and may even close my PayPal account.  I had a pretty clear cut occurrence of  fraud, but they said I didn't provide enough proof...lol. 

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kopito32
Contributor
Contributor

Thanks for that information... but it's reached a point I am just about ready to give up. I have just gone through a personal family tragedy this week, I don't need this sh*t now. But I will keep the information for further records, if I decide to continue to use PayPal and the same thing happens - as I read that it's not just happened to me.

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holder2
Contributor
Contributor

I just experienced a similar situation where an item was purchased from China. I never received the item and filed a claim with PayPal. The seller sent a transaction # and PayPal then closed the case in the sellers favor. I went to the Post Office and they informed me that the transaction # that was provided did not have my address but another address attached to it. I got a letter from the Supervisor at the Post Office but when I go to actions in the resolution center there is no selection for appeals. PayPal needs someway to show that the transaction number not only confirms that the item was sent but that it was sent to the correct address. SMH

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