Case closed in favor of the buyer for a different reason than it was started
One of my customers opened a case using the reason "Item or service not as described". I replied asking for visual evidence, and providing some information on how to properly use the product, just in case he was doing something wrong. The buyer never replied.
Today I received an email from PayPal saying that "We've completed our review of this case and decided in favor of your buyer. The buyer stated they never received the item, and the proof of delivery details provided could not be verified."
How can a case be closed for a reason the buyer never claimed? How can the buyer not have received the item if they claim it is not working as described? How am I supposed to submit proof of delivery if PayPal never asked for it?
Was this an error in the resolution or is this common?