Hello, I am currently in the middle of a dispute case and was hoping for some help ensuring the case is handled correctly. It involves a purchase of an iPhone I made on a reseller site. The package was shipped out June 9th to be delivered next day but basically stopped tracking the same day. After 2 weeks of the seller and reseller site not being very helpful, I opened a case through PayPal. The package had not tracked at all to the end of June and USPS had confirmed it to be lost. Well what do you know, one week into the PayPal case being opened, the package suddenly tracked out of nowhere on July 1st and was delivered. HOWEVER, I discovered that the package was damaged and empty in my mailbox. The USPS had also sealed it in a clear plastic bag so it was clear that they delivered it like that. This was definitely not a case of theft after delivery. The plastic bag had a message about the package being damaged and there was a sticker on the empty envelope that the package was damaged and missing contents. The issue is, the tracking information just shows that the package was delivered. I updated the case with these new details about the package being delivered but empty and uploaded photos of what I received. Just to make sure all the information was there for the PayPal case.
Today when the seller submitted the tracking information, PayPal immediately closed and denied my case. Never mind that I updated the case with the information about the package missing its contents almost a week before. I didn’t even get a chance for rebuttal. Now, I think that maybe it is because I had opened the case as ‘Item/Package Never Received’ (which was the original issue) but is PayPal really so rigid that they would ignore all the information in the case and just deny it on a technicality? I have since reopened it as ‘Item Received Not as Described’ but it is really stressful knowing that PayPal would be so quick to deny the case.
I currently still have the damaged/empty package sealed in the plastic bag. What evidence should I provide of it to ensure this case gets heard through? I’ve already submitted photos of the entire package. Anything else I should do? Also, do these cases usually have reasonable outcomes? It is becoming clear that the seller is trying what they can do to avoid refunding. I don’t think they adequately insured the package so stonewalling is the only thing they can do at this point.
Sorry for the novel but it is difficult to describe this situation with brevity. Thank you for any help!
