What to do when auto-denied by seller providing a tracking number?

[Jcro187]

What am I supposed to do when the case I opened is auto-denied within 5 minutes after the seller puts in a tracking number, which I indicated was not delivered to me?? I cannot reopen the claim, only convert it to some other complaint, but none related to me still not having received the package… For PayPal to close the case that quickly - I’m confident they didn’t even look at my photos or screenshots. So now I’m out the item and money?? The whole reason I opened the case was because the “proof of delivery” photo that UPS provides is obviously not my house, but the paypal rep must not have even looked at the photos I provided. Less than 5 mins after seller added tracking - they closed case in seller’s favor. I first contacted the seller through the marketplace (Depop), who told me to file a claim with UPS. When I tried to do that - I got an error message ( specifically: [UPS:E022] which says “Can not Submit Claim. Contact the Shipper who requested that you submit this claim, for further support.” I went back to seller, who then would not respond. ( I think salty because I opened claim - because Depop would not allow me to open claim, said I had to go through PayPal.) Wherever the package was delivered has no security door (I have one), they have no door mat outside (I have one), they have no flowers and greenery on their ground to the left of the door - it’s all dirt (mine is green with flowers), and I have a welcome sign in said greenery and flowers (the delivery proof photo does not). I provided photos of my doorway and a screenshot of the delivery proof photo from UPS - which IF YOU LOOK AT THEM, you’d notice all the things I just mentioned in the start of this paragraph. Seems to me like there’s probably a lot of work per PayPal worker and they cut a lot of corners. That’s the only logical explanation for how fast my case was closed after the seller put in tracking - even though I indicated that the package wasn’t delivered to my house and provided photos to prove that. Been using PayPal since 2004 - and that’s the consideration I get when I have a legitimate problem??? Just for clarity, the shipper chose to ship via UPS ShipStation which is evidently a cheaper option that UPS gives the package to the post office USPS for the final leg of the trip and ultimately delivery. So now the package was delivered to the wrong address and I can’t file a claim with UPS (they claim post office USPS is responsible), can’t file with post office USPS (they claim UPS is responsible), and seller is no longer responding now that PayPal closed the case in his favor. Any tips what to do? Maybe call credit card company? (Thankfully I did use a cc for the transaction and not just my PayPal account directly, so maybe the cc company can reverse the charge for me.) Looks like time for me to seek out PayPal alternatives because PayPal closing my case in less than 5 minutes shows that PayPal absolutely does not value me as a customer.

[kernowlass · Accepted solution]

@Jcro187 

Couldn't read through all that, maybe next time just edit with the salient points and some paragraphs?

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?

[Jcro187]

Thanks for explaining that I just need to take my business elsewhere. I just tried to buy a pair of pants. Paypal is out of their mind if they think I’m going to do all of that work, to keep doing business with them? For a pair of pants??? Absolutely-**bleep**-not. Tie myself up with all this extra work, to prove that the item wasn’t delivered to me - when I submitted the evidence off the bat, and their process is not conducive to achieving fair outcomes. I’m not jumping through extra hoops for PayPal - they’ve done me NO FAVORS - I’m not going to fight for them to continue taking my money. I’ll take my money elsewhere and use their competitors. Thanks for explaining what PayPal won’t say outright.

[CAJUNWIFE]

I also didn’t receive the item I ordered.  Contacted seller who provided a number that was not a legitimate tracking number.  I went to the USPS after the seller sent another tracking number.  USPS provided me with documentation that the tracking number provided was legitimate BUT, not for my package!  It was for a package out of Utah and delivered to a different address than mine.  I submitted that documentation to PayPal who then closed my dispute stating that the seller had provided them with a tracking number showing that the package was delivered to my address!  PayPal used to be a safe way to buy things and I have had to file disputes over the prior years and was always found to be in the right and money was refunded promptly.  I guess they are no longer the safe way to buy things!  I will be using a credit card from now on,at least the banks will do a fair investigation to protect their customers!

[kernowlass]

@CAJUNWIFE 

Try again.............

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?