I basically just had the exact problem except with a physical item. I ordered for my partner some FiiO FT1 headphones from Ali Express. They say the item has been delivered, gave me a tracking, I put it in, Australia Post says it is still waiting to be scanned in. I raise the issue with Ali Express whom basically run me around in circles (did what they ask but they kept asking me for the same things) Raised it with PayPal, long story short they kept asking me for a police report, to which I replied, how can I put in a police report for something that wasn't stolen as it was never delivered? I gave them evidence of the tracking saying it is STILL waiting to be scanned in with Australia Post, I've filed a missing parcel form via their website and gave them the lodgement ID and gave them a copy of my email confirmation I received when lodging it as well. Keeps siding with the seller saying it has been delivered. I am getting SO sick of PayPal. Just a few months ago the courier dropped my partners items outside on the verge (so not even on our property), didn't ring, didn't notify us so someone took them and PayPal again sided with the seller saying they had been delivered even though the courier may as well have dropped it elsewhere as the land out of the front of our land is NOT OUR LAND, it is council / government property. We took it further, went to our credit card company, they saw sense instantly and refunded him, then PayPal shut down his account! After 20 years of giving them tens of thousands of dollars in transactions meant ZERO and because they didn't have his backs when the courier / seller (which chose that courier) did the wrong thing) and he went above to get help they shut his account, this is just basically fraud. What is PayPal coming too? I'm thinking I'm going to have to go the same route, contact my credit card company as I have proof it wasn't delivered yet PayPal won't listen, and then what, my account will be banned too? Have they got a bunch of people that don't even know what is right anymore? Or how to read common sense? In my case the seller is only providing them evidence from THEIR system, I'm providing proof DIRECTLY from the courier company they said they have used and I'm STILL losing, that blows my mind on how stupid and insane this is.
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