Received an empty box, fraud, Paypal protects "seller"

[mvoelkerco]

I received an empty package which was supposed to contain a $500 iPhone. 

Two weird things: I had provided my registered address (the only one I have) but the package was sent under my name to an address a few block away where it was scanned by USPS as delivered. The person who lives there googled my name, called me, and dropped it off in person today. But Paypal immediately closed my case claiming it was 'delivered'.

How can it be that Paypal simply equates "scanned delivery" with "actual item received"? As seen in the photo the unopened package weighs much less than an iPhone without packaging.

I went to the post office and spoke to the supervisor who confirmed the box had not been tampered with. He had no explanation re the wrong address.

[sharpiemarker]

@mvoelkerco 

It’s the limitation of tracking information for privacy reasons. PayPal can only see city, state, zip and if applicable country.

You’ll have to appeal the case with new evidence via customer service and explain to them the situation like you did here.

1. https://www.paypal.com/smarthelp/contact-us
2. Click Disputes and account limitations.
3. Click Disputes
4. Click Dispute a payment
5. Click Message Us or Call Us after “This information might help” box.

It is clear the seller is a scammer. If PayPal is not responsive or don’t overturn case, file a complaint with bbb.org under PayPal San Jose, CA or as a last resort, file a chargeback through your card issuer.

[mvoelkerco]

Thank you. You said to only make a claim through my credit card issuer "as a last resort". Is the advice based on your experience that the card issuer will not take it up until Paypal makes a final determination?

[PayPal_RebeccaN]

Hi @mvoelkerco, 

Welcome to the PayPal Community. 

I am sorry to hear about the issues you are having with a case. 

It sounds like the case was opened for 'Item Not Received', if you have received something but it is not what you originally ordered, this case will need to be changed to 'Significantly Not As Described'. 

Here's how:

1. Go to the Resolution Center.
2. Select Open Cases.
3. Find your case and click View from the Action column.
4. If you haven't escalated to a claim yet, click Change your reason for this dispute.
5. If you've already escalated to a claim, click Change your reason for this claim.
6. Follow the instructions provided.

By changing the dispute reason, you automatically escalate the dispute to a claim. This means that you're asking PayPal to review your case and decide whether you're eligible for a refund. We reach a decision in most cases within 30 days.

If the case was already denied, you may need to contact us to have this updated. To contact our Customer Service team, click 'Help' or 'Contact' at the bottom of any PayPal Webpage. 

You can also contact us via Facebook or Twitter DM's. 

For Facebook: https://www.facebook.com/PayPal
For Twitter: @AskPayPal


I hope this helps, have a nice day! 


-Rebecca