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Item not received

PP-D-DEMO-1001
Reply within
8.3 days
by 2026-11-12 09:00 UTC
Disputed
40.00 USD
  1. AI builds the case
  2. You approve
  3. PayPal reviews
  4. Decision
Buyer wrote on 2026-10-29
“I never received the leather tote I paid for.”
Team finished in 21s. 4 claims kept, 0 struck. Nothing has gone to PayPal.
CollectorOnboardingTriageRule checkerDrafterVerifierAdvisorSeller Protection check
Recommendation
FIGHT
Strong case: the key evidence PayPal asks for is present and verified.
The buyer states they never received the leather tote they purchased.
What PayPal expects
  • Tracking shows the item was delivered (E4)
  • Delivered to the address on the PayPal transaction (E5)
Missing
  • Nothing missing
Decision receipt (decided by code, not AI)
Rule matched: Enough verified claims and nothing PayPal expects is missing
Facts: 4 verified claims · 2 expected items found, 0 missing · 40.00 USD disputed · settlement limit 25.00 · max offer 50% · buyer risk low · PayPal allows offers: yes
Add your own proofOptional
Add a file you have
PDF, JPG, PNG or GIF, under 10 MB. The team re-runs by itself.
Code checks the dates and the address. It can't confirm the file with the carrier, so your reply says who supplied it, and PayPal makes the final call.

What your reply will say

4 proven
✓
The PayPal order ORDDEMO1001 for $40.00 USD was shipped to 2211 N First St, San Jose, CA, 95131, US.
Proof: E3
E3
PayPal order
PayPal order ORDDEMO1001 for 40.00 USD, shipping address on transaction: 2211 N First St, San Jose, CA, 95131, US.
✓
FEDEX tracking 785412369874 shows the item was shipped on 2026-10-18 and delivered on 2026-10-22 to 2211 N First St, San Jose, CA 95131, US, signed by J. DOE.
Proof: E4
E4
Carrier record (FEDEX, simulated)
FEDEX tracking 785412369874: status DELIVERED, shipped 2026-10-18, delivered 2026-10-22 to 2211 N First St, San Jose, CA 95131, US, signed by J. DOE.
✓
The delivery address matches the shipping address on the PayPal transaction.
Proof: E5
E5
DisputeDesk check (code)
Delivery address matches the shipping address on the PayPal transaction.
✓
On 2026-10-23, the buyer messaged 'Bag arrived, looks nice, thanks!', acknowledging receipt.
Proof: E10
E10
Shop chat (buyer)
Buyer message on 2026-10-23.
“Bag arrived, looks nice, thanks!”
What your calls say1 call selected by the agent
Call with the buyer 2026-11-02 · DD-1001-buyer.mp3 · selected by order DD-1001 Confirmed
“It never came and my neighbour has not seen it.”
Buyer May hurt you, left out of your reply
Read the transcript
Agent: This call is recorded, is that okay? Buyer: Yes, go ahead. Agent: Have you found the tote? Buyer: It never came and my neighbour has not seen it.
What to do next
Read the statements that may hurt your case before you approve. They're left out of your reply, so make sure the reply is still fair and true.
Calls show what someone said. They don't replace the carrier's delivery record, and they don't change the recommendation. All calls

Seller Protection check

Unclear
Not enough information to tell. Check PayPal's terms.
Claim type is covered
Item Not Received and Unauthorized claims can be covered.
Filed with PayPal, not the card issuer
PayPal's own channel, so the issuer exclusion doesn't apply.
PayPal marks the payment eligible
Not stated on this dispute.
Carrier shows delivered
Terms ask for carrier proof with a delivered status.
Delivered to the transaction address
The recipient address must match Transaction Details. A later redirect voids eligibility.
From PayPal's published US terms. PayPal alone decides eligibility.

What each choice costs

Fight and win0.00 USD
Fight and lose55.00 USD
Accept the claim40.00 USD
$15 fee if you lose. None if you win. Calculated by code from PayPal's published US fees. Excludes goods, shipping and High Volume fees.
Evidence11 items
E1
PayPal dispute
Dispute PP-D-DEMO-1001: reason MERCHANDISE_OR_SERVICE_NOT_RECEIVED, amount 40.00 USD, status WAITING_FOR_SELLER_RESPONSE.
E2
PayPal dispute message (buyer) written by buyer
Buyer wrote in the dispute on 2026-10-29.
“I never received the leather tote I paid for.”
E3
PayPal order
PayPal order ORDDEMO1001 for 40.00 USD, shipping address on transaction: 2211 N First St, San Jose, CA, 95131, US.
E4
Carrier record (FEDEX, simulated)
FEDEX tracking 785412369874: status DELIVERED, shipped 2026-10-18, delivered 2026-10-22 to 2211 N First St, San Jose, CA 95131, US, signed by J. DOE.
E5
DisputeDesk check (code)
Delivery address matches the shipping address on the PayPal transaction.
E6
Shop listing
Listing 'Handmade leather tote bag - tan': Full-grain tan leather tote, 38 x 30 cm, cotton lining, hand-stitched. Colour may vary slightly between hides.
E7
Shop packing photo
Packing photo: Tan tote wrapped in tissue paper inside branded box, photographed 2026-10-18
E8
Shop chat (buyer) written by buyer
Buyer message on 2026-10-16.
“Hi, does the tote have an inner pocket?”
E9
Shop chat (seller)
Seller message on 2026-10-16.
“Yes, one zipped inner pocket. Shipping in 2 days.”
E10
Shop chat (buyer) written by buyer
Buyer message on 2026-10-23.
“Bag arrived, looks nice, thanks!”
E11
Shop records
Buyer has 2 previous order(s) and 0 previous dispute(s) with this shop.
Agent run log9 steps · 21s
  1. 1 Collector code
    Collected 10 evidence items from PayPal, shop records and proof you added.
  2. 2 Onboarding code + AI
    Read 1 call recording(s), found 1 statement(s).
  3. 3 Triage AI
    The buyer states they never received the leather tote they purchased.
  4. 4 Investigator tool call
    Called lookup_buyer_history() -> {"previous_orders": 2, "previous_disputes": 0}
  5. 5 Rule checker code
    Checked what PayPal expects for this claim: 2 met, 0 missing.
  6. 6 Drafter AI
    Drafted 4 claims.
  7. 7 Verifier code + AI
    Kept 4 claims, struck 0.
  8. 8 Advisor code
    Recommendation: FIGHT. Strong case: the key evidence PayPal asks for is present and verified.
  9. 9 Seller Protection check code
    Not enough information to tell. Check PayPal's terms.
Model nvidia/nemotron-3-super-120b-a12b · analysed 2026-11-03 21:01 UTC
Activity on this case16 entries
2026-11-03 21:01 · Work planned by system
2026-11-03 21:01 · AI team finished the case by ai
2026-11-03 21:00 · Call recording selected for a case by system
2026-11-02 21:05 · Work planned by system
2026-11-02 21:05 · AI team finished the case by ai
2026-11-02 21:04 · Call recording selected for a case by system
2026-11-01 21:04 · Work planned by system
2026-11-01 21:04 · AI team finished the case by ai
2026-11-01 21:03 · Call recording selected for a case by system
2026-11-01 04:12 · Work planned by system
2026-11-01 04:12 · AI team finished the case by ai
2026-11-01 04:11 · Call recording selected for a case by system
2026-11-01 03:37 · Work planned by seller
2026-10-31 19:53 · AI team finished the case by ai
2026-10-31 19:53 · Call recording selected for a case by system
2026-10-31 17:35 · AI team finished the case by ai
Open the full activity log →

Send this to PayPal?

Drop the call here

The agents will take it from here.

Some US states, including California, need everyone on a call to agree to recording. You only confirm this once, and you can withdraw it under Guardrails. The audio goes to Gnani to be transcribed, and DisputeDesk doesn't keep it.