Tracking number says delivered, GPS scan says different location, but eBay still closes my case

[rswjep212618]

Bought an iPhone XS Max from a seller (0 feedback - red flag 1), which I thought I got outbid on but apparently the seller cancelled the bids ahead of mine and closed the auction early (red flag 2). Tracking number sent after a week and then said delivered. Which is odd because I was home at the time and nobody came to get my signature. So I followed up. My mail carrier had no such package requiring signature confirmation. I went to the proof of delivery on the USPS site. It stated my address as the destination but then it was signed by some lady with clearly different name and the written address is illegible. So I went to the post office. They gave me a printout showing the destination was my street address, yet the carrier route assigned to the delivery was not my carrier, as well as the payment and weight details (it was a Flat Rate envelope weighing 0 pounds 0 ounces - Red Flag 3). Then they looked up the GPS for the scan. It was sent to a local restaurant blocks away with the same zip code and last 4 digits. That different carrier confirmed over the phone that a flat envelope was delivered to the location. So I provided these information, the proof of delivery with the wrong name, the GPS information given to me by USPS showing it was not my house that the signature scan was taken at, and the USPS Intranet Tracking record showing different carrier route and the weight of the package. eBay still closed my case in favor of the seller because the destination address was correct and it was delivered, claiming their "expert" said it was delivered to my address despite the USPS supervisor and all documentation saying otherwise. What can I do?

[68barbie]

It sounds like you are on the right track- good luck!

[ja-2149]

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@rswjep212618 wrote:
New twist: The morning manager from the restaurant and USPS both sent me [pics] of the label. It is clearly addressed to the restaurant despite the tracking number being the same! Sent by an A Smith and the photo clearly shows a flat envelope.

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There you go, two items you can give your seller. But hold on to the tossed envelope, it's evidence.

[dtexley3]

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@rswjep212618 wrote:
I did over their messaging system, to 6 different reps with some telling me to do paypal filing. I haven't found any phone number provided. I appealed and it was closed immediately with the same **bleep** reason. USPS did not have an image of the label at that time but they have a manager out looking to see if there may have been.

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@Anonymous Why would the buyer be given this advice???? In other threads you have stated the buyer just needs proof from the carrier to get this cleared up.  Why is this buyer being pushed off to paypal?

[penguins_dont_fly]

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@rswjep212618 wrote:
New twist: The morning manager from the restaurant and USPS both sent me a pic of the label. It is clearly addressed to the restaurant despite the tracking number being the same! Sent by an A Smith and the photo clearly shows a flat envelope. Too bad eBay already denied my case and its appeal. I hope Paypal is smarter and sees this proof for what it is.

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You can add that photo and email to the PayPal case. Go into the case and upload them.

And get on the phone with PayPal to make sure that a human being is looking at it.

Good Luck.

[rswjep212618]

Good idea. Where would I upload them? In the case page, there's nothing, just awaiting seller's response.

[Anonymous]

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@dtexley3 wrote:

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@rswjep212618 wrote:
I did over their messaging system, to 6 different reps with some telling me to do paypal filing. I haven't found any phone number provided. I appealed and it was closed immediately with the same **bleep** reason. USPS did not have an image of the label at that time but they have a manager out looking to see if there may have been.

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@Anonymous Why would the buyer be given this advice???? In other threads you have stated the buyer just needs proof from the carrier to get this cleared up.  Why is this buyer being pushed off to paypal?

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Hi @dtexley3, a buyer would be directed to PayPal when they have already opened a PayPal dispute or filed a CC chargeback. Once either of these options have been pursued by the buyer, eBay can no longer investigate the transaction for a potential refund. I can confirm that when we have proof from the courier that the item was delivered to the incorrect address, we are able to provide protection given that all other eligibility requirements have been met. One of those requirements is that a case has not been opened for the same transaction through a third party protection program. The OP will need to work with PayPal moving forward.

[penguins_dont_fly]

@rswjep212618 

The last time I had a PayPal case was a long time ago, but if I remember correctly ... If you click into the details of the case, there should be an "add documentation" or "add photos" link there somewhere.

The main thing is that you get on the phone with them and explain what's going on, as soon as possible.

[rswjep212618]

@Anonymous Unfortunately, this was not the case. I did not file with Paypal until an eBay customer rep told me I should because eBay closed the case and said an appeal would not likely succeed. I provided all the proof given to me by the courier but was still denied because address when the label was made apparently supercedes a GPS tracking scan even though now I know the address on the actual label differs vastly from when it was first printed. Even the supervisor at USPS was flabbergasted. 

[rswjep212618]

Couldn't find any. Just a cancel case and change case type button.

[3714508518]

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@Anonymous wrote:

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@dtexley3 wrote:

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@rswjep212618 wrote:
I did over their messaging system, to 6 different reps with some telling me to do paypal filing. I haven't found any phone number provided. I appealed and it was closed immediately with the same **bleep** reason. USPS did not have an image of the label at that time but they have a manager out looking to see if there may have been.

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@Anonymous Why would the buyer be given this advice???? In other threads you have stated the buyer just needs proof from the carrier to get this cleared up.  Why is this buyer being pushed off to paypal?

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Hi @dtexley3, a buyer would be directed to PayPal when they have already opened a PayPal dispute or filed a CC chargeback. Once either of these options have been pursued by the buyer, eBay can no longer investigate the transaction for a potential refund. I can confirm that when we have proof from the courier that the item was delivered to the incorrect address, we are able to provide protection given that all other eligibility requirements have been met. One of those requirements is that a case has not been opened for the same transaction through a third party protection program. The OP will need to work with PayPal moving forward.

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Everything you said is incorrect, again. Buyer was directed to go Paypal before they had a dispute, buyer had ample proof it was delivered to incorrect address. You should really do something to make this right.  Give us hope that the eBay employees on these boards aren't  as bad as the CS reps.

[ja-2149]

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@rswjep212618 wrote:

I provided all the proof given to me by the courier but was still denied because address when the label was made apparently supercedes a GPS tracking scan even though now I know the address on the actual label differs vastly from when it was first printed. Even the supervisor at USPS was flabbergasted. 

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The USPS supervisor's weight problem is personal and quite irrelevant, but that aside, to upload images and documents to the dispute, add your PayPal case ID to the end of this URL:

https://www.paypal.com/us/cgi-bin/webscr?cmd=_complaint-files&cid=

For example, if your case ID is PP-12345, the URL would be:

https://www.paypal.com/us/cgi-bin/webscr?cmd=_complaint-files&cid=PP-12345

Next, if you haven't said too much already, just say that these are photos

- of the label on the envelope

- with your tracking number

- that was sent to another address

- in the same zipcode,

instead of the package with the phone to your address. No need to disclose your sleuthing, nor who took the photos. You're just warning your seller that you have the evidence to win the case if they don't immediately issue a full refund.

[rswjep212618]

Thanks! Weird that this isn't an option on the main paypal dispute case site. Was limited to certain characters but I think I got my message across.

[ja-2149]

Add a message to the dispute, something like: Just uploaded to PayPal photos of the envelope postmarked Date that the seller sent to Name, 123 Pine St, City, State Zipcode using tracking number 1234567890 all details on the envelope etc.

[Anonymous]

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@rswjep212618 wrote:

@Anonymous Unfortunately, this was not the case. I did not file with Paypal until an eBay customer rep told me I should because eBay closed the case and said an appeal would not likely succeed. I provided all the proof given to me by the courier but was still denied because address when the label was made apparently supercedes a GPS tracking scan even though now I know the address on the actual label differs vastly from when it was first printed. Even the supervisor at USPS was flabbergasted. 

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Hi @rswjep212618, I've reviewed the communication with Customer Service and it does look like the information I can see differs from what is described here. Ultimately, if a PayPal claim is currently open eBay cannot assist further. With proof of delivery to an incorrect address, we can offer protection. If what we first receive does not prove objectively the claim that is being made (incorrect delivery) then we will not be able to use that information to protect you. While you may have provided this since, the PayPal case prevents us from exploring protection options at this time. 

I understand that there were some miscommunications or confusion along the way and I am sorry this has been so stressful for you. At this time, you will need to keep working with PayPal.

[poanann_0]

It would appear the delivered item is not as described?

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@rswjep212618 wrote:

I spoke to the restaurant, they received it but tossed it since it was nothing. Just an envelope.

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Indeed it would appear my suspicions are correct.