Hi @Xiongd
Thank you for posting here in our community forum. Based on my own understanding is that you have a dispute that was closed in favor of the seller because seller was able to provide a UPS tracking number that says "Delivered". I'm so sorry to hear that, allow me to somewhat explain that for a "item never received" cases once the seller provided a tracking number and our back office were able to validate to the shipping company website that item was delivered then case will be closed in their favor. However, the process does not stop there as part of the Buyer Protection that PayPal offers to our customers specially buyers they will be given a fair chance to reopen the case and make an appeal. Now in your case if haven't file an appeal yet then please do so, reopening of the case to make an appeal is being done through our customer service. By the way before making an appeal be sure the have a compelling evidence to support the appeal which is a proof that the tracking number provided my this seller is not valid or it was not associated on your home address and it not under your name in the first place. How can you do that?, i will present 2 option here for you.
First option, contact the shipping company to find the whereabouts of your parcel or to check if your street address is even on the address label. If the ship to address is not yours, get it in writing from the shipping company and appeal your dispute along with this evidence. Otherwise, PayPal will still rule against you even though you did not receive your item since seller provided proof of delivery. Seller can't be responsible for the security of your premises.
I know for a fact that some shipping company has some security protocol that they are following so they may not give the exact address to where it was delivered but if you can just get it writing that the transaction number is not associated on your address that would be a valid evidence that could merit a reversal of decision into your favor. Now if in case they wont give you that well and then let's proceed with the second option.
Second option, Get the email address of the shipping company send them communication i'm pretty sure they will response, ask for the status of the delivery, if they said "delivered" then advise them that you never the item and ask why is it not delivered in your address ( mentioned your address on your email) then i'm pretty sure they will on their response they will mentioned that it is delivered on a different address now if they mentioned where the item is delivered well and good but if not then it's alright because you have it on their email response that it was delivered on a different address that would be enough evidence to have the case reverse in your favor. Does this make sense.
Now since you have enough evidence if the case was closed then by all means contact our customer service and request for the reopening of the case and if the case is still open submit that evidence and i'm sure you gonna win the case. By the way customer service and reach via email or chat. All you have to do is go to our PayPal website at the bottom click the contact option besides help, once you click "contact" it will route you to the page that say “Contact Us” click that and there will be options provided.
If it's still no response, then let's wait until our phone line becomes available. I hope i was able to assist you on your concern. Thank you for your patience and keep safe!
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