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item not received


item not received

I opend a claim case due to item no received.  

The item purchased is 10' * 12" pergola that the weight should be over couple hundred Lbs.  But the package weight shown from UPS is only 2 Lbs.

But the case was denied without further investigation and clear explanation.


Could anyone have the same experience with me ?

or how can i reopen the case ?



jian li



Esteemed Advisor

Re: item not received



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.

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.

Advice is voluntary.
Kudos / Solution appreciated.