How can I get the people in charge of the resolution to consider my documentation?

[CMRV]

I bought an item and it did not arrive. Made an eBay claim but the way the resolution is set up the seller provides a tracking number and the case was closed. A tracking that does not have my name, my address, or my package. I opened a dispute with PayPal, provide the documentation to back up my argument and the seller never replays to me but provides the same tracking again and PayPal rules the dispute in his favor. How is this possible?

I have the UPS item description with the weight of the package that does not match what I bought, I have two UPS conversation transcripts where they tell me that it is not my address and that it does not have my name. (It was not meant to be delivered to me) What else can I provide so that PayPal can understand that this is a scam?

I have been trying to speak with someone, no one but the machine answers the phone number for PayPal’s number I found. Tried contacting PayPal through the "Message Us" option and they take hours, even days to respond and never fix the issue, one person from PayPal's Customer Support told me through the Message Center to send an email to a "complaint-response" PayPal email with all the documentation I have and I got an immediate response that the email account ithis email address is not monitored and no longer available". So I do not what to do next, the automated response I got says to go back to the Message Center.

Days go by and it is a lot of many for me. it is a scam and the reason why we as customers have the buyer protection service, I have been a long-time client of eBay and PayPal, this is the first time I need to make a claim. 

Thank you for your time and sorry for the long post.

[kernowlass]

@CMRV 

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 Paypal 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?

[CMRV]

@kernowlass Thank you very much for your reply. 

I have been in touch with multiple UPS customer support through telephone and their live chat option. They all state the the "Intranet Form" that PayPal keeps asking for does not exist, they have no idea of what that form is. I have the transcripts from the UPS Support Live Chat but PayPal will not consider that as actual documentation. UPS representatives clearly state the tracking number is not associated with my name or my address. PayPal keeps asking for the "Intranet Form".

Thank you for the tracking link, but it only gives me the same information I have access through the UPS tracking web. Not the actual address. UPS can't provide the address that is linked to the tracking for privacy issues but states that they are not mine. 

I really don't understand why PayPal keeps requesting something that UPS can't legally provide.

I was lucky enough to have the UPS customer support on the phone tell me a little information that was on the receiver's label and through some internet search managed to get an address and phone number associated with that tracking and proceeded to request through UPS Live Chat the Proof Of Delivery.

I have just uploaded that to my Message Center in PayPal. Hope the customer support won't be mad at me and will take the document into consideration. I have been sending a lot of messages stating that there is no such thing as an Intranet Form. 

Thank you again for your time and help on this forum!

[CMRV]

This is an email I got from UPS, clearly what PayPal is asking for is something they as the courier can't provide by law.

"Thank you for contacting us. I am sorry to hear about the issue with your order on eBay. Let me check your request.
I am afraid we do not provide an Intranet form, as I understand this is a software with a form that display all the information from in this case this tracking number, including shipper's name, address, receiver's name, etc.
I am afraid this is a security information that we can not provide.
I apologize for any inconvenience this may caused you.
Sincerely,
Juan
UPS CUSTOMER SUPPORT"

Already got my case solved, waiting on PayPal's refund, but just keep in mind that when PayPal asks for this form, UPS can't provide it. 

[ATX58GURL]

I wish I could help you. From what you say, it sounds like I have been scammed by the same people and PayPal just lets them get away with it. 

[CMRV]

Try to get in touch with the shipping company, UPS, USPS, FedEx, or whichever the seller theoretically sent you the package. When talking to a customer support representative try to keep the conversation through email, since the live chat support does not constitute a valid document. With the email, you can try to open a dispute on PayPal again and see what they tell you (some people state they got the case to be ruled in their favor with the email as proof). If PayPal keeps asking for the "intranet form" you will need to get deeper with the investigation and find out to what address your package was sent so that you can ask for proof of delivery. In my case, UPS wouldn't provide that because I didn't have the address.

BUT! You can open a claim on UPS web page https://www.ups.com/claims/create?loc=en_US placing the tracking number, mark that you are a third party and that the package is lost. Some details will be automatically filled and you would be able to see to whom the package was addressed on the "Shipped to Contact Name" field. With this information, and zip code I was able to narrow down the possible destinations of the package.

Then proceed to UPS My Choice, create an account and get in touch with UPS Live Chat Support and ask the bot for proof of delivery, ask to speak with someone, tell them that you bought an item and the item didn't arrive and the seller provides a tracking, they will ask for the name and address that belongs to the destinatary of the package and here you start sending the possibles addresses you got from your google search. Hopefully, you will get it right and UPS will email you the proof of delivery within 30 minutes or something like that. This document will constitute a valid document that PayPal will consider to rule the dispute in your favor. 

Really a pain to do all of this, but this was the way I got my case solved. PayPal's representatives only asked for the "Intranet Form" and provided no help at all, kept saying I should open a case with my bank. I just kept sending them all the documents I could get to prove my point and eventually got a refund. 

Hope this helps!

[Hodan2]

They close my case while I was lost more money during the week