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!
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