How to appeal a decision for a closed case

[brucedelta]

We canceled the original tracking number and generated a new one. The buyer opened up a case saying the order was canceled. I provided the new tracking number. After the package showed as delivered I provided a screenshot showing the delivery status. Then PayPal closed that case in the buyer's favor with the comment "The case was closed in the buyer’s favor as the proof of delivery you provided was invalid." The tracking number is valid and I click then it shows delivered. The transaction says it is eligible for seller protection. As far as I can tell, beyond opening a case the buyer has not provided a single comment. 

Paypal support pages say to use the appeal button in the resolution center, yet I like many others do not have that button. I do not see how to do anything about this or find out why the shipping proof was not valid.

If it says the transaction is covered by seller protection, can I file a case for that somehow?

[brucedelta]

I now have communication from the customer who agrees that the product was received and she has no disputes pending to close.

[PayPal_Olivia]

Hi @brucedelta,

Thank you for your post and welcome to the Community Forum! I'm sorry to hear that the case was closed as Not Delivered.

It sounds like the new tracking number may not have been entered into the field connected to the transaction at the time the case was decided, or that an error was made. There are two possible avenues for solution here.

• Since the buyer has been cooperative and has stated that the item has been delivered, they could re-send the payment.
• You can contact PayPal to request an appeal of the case. They can look at all the information that was available at the time of the decision, and see if an error was made at that time. If they do find that the information was overlooked, you should end up with the funds.

I hope this information is helpful!

Olivia