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Item not received

PP-D-DEMO-1003
Reply within
1.3 days
by 2026-11-05 09:00 UTC
Disputed
12.00 USD
  1. AI builds the case
  2. You approve
  3. PayPal reviews
  4. Decision
Buyer wrote on 2026-10-31
“Keychain never arrived.”
Team finished in 27s. 4 claims kept, 0 struck. Nothing has gone to PayPal.
CollectorOnboardingTriageRule checkerDrafterVerifierAdvisorSeller Protection check
Recommendation
SETTLE
Weak or incomplete case for a small amount (12.00 USD). A 50% partial refund likely costs less than losing the full amount.
The buyer states that the purchased keychain was never delivered.
What PayPal expects
  • Nothing found yet
Missing
  • Tracking shows the item was delivered
  • Delivered to the address on the PayPal transaction
Decision receipt (decided by code, not AI)
Rule matched: Weak case, within your settlement limit, and PayPal allows offers
Facts: 2 verified claims · 0 expected items found, 2 missing · 12.00 USD disputed · settlement limit 25.00 · max offer 50% · buyer risk low · PayPal allows offers: yes
Close the proof gap2 missing
Tracking shows the item was delivered
Download the delivery record from the carrier's website. It should show delivered, the date and the address.
Delivered to the address on the PayPal transaction
The address on the record must match the PayPal transaction. A later redirect can void Seller Protection.
Made up for this demo. Watch the recommendation update.
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

2 proven · 2 quoted from calls
✓
The PayPal order ORDDEMO1003 for 12.00 USD was placed with shipping address 2211 N First St, San Jose, CA, 95131, US.
Proof: E3
E3
PayPal order
PayPal order ORDDEMO1003 for 12.00 USD, shipping address on transaction: 2211 N First St, San Jose, CA, 95131, US.
✓
The item was shipped on 2026-10-13 via OTHER (no tracking number provided).
Proof: E4
E4
Shop records
Shipped on 2026-10-13 via OTHER without tracking.
✓
In a call on 2026-11-02, the buyer said "A parcel did come last week but I haven't opened it yet."
Quoted from a call, not proof that it happened: E6
E6
Call with the buyer (made-up sample for the demo)
On a call with the buyer on 2026-11-02, the buyer spoke about how the order was delivered. Transcript reviewed by the seller, who confirmed everyone agreed to recording. Spoken words, not carrier or PayPal records.
“A parcel did come last week but I haven't opened it yet.”
✓
In a call on 2026-11-02, the carrier said "I think I left it at the front door."
Quoted from a call, not proof that it happened: E7
E7
Call with the carrier (made-up sample for the demo)
On a call with the carrier on 2026-11-02, the carrier spoke about how the order was delivered. Transcript reviewed by the seller, who confirmed everyone agreed to recording. Spoken words, not carrier or PayPal records.
“I think I left it at the front door.”
What your calls say2 calls selected by the agent
Call with the buyer 2026-11-02 · DD-1003-buyer.mp3 · selected by order DD-1003 Confirmed
“A parcel did come last week but I haven't opened it yet.”
Buyer Helps you May contradict the buyer's claim E6
Read the transcript
Agent: Thanks for calling about order DD-1003. This call is recorded, is that okay? Customer: Yes, that's fine. Agent: Did the keychain reach you? Customer: A parcel did come last week but I haven't opened it yet.
Call with the carrier 2026-11-02 · DD-1003-driver.mp3 · selected by order DD-1003 Confirmed
“I think I left it at the front door.”
Carrier Helps you E7
Read the transcript
Seller: Hi, this call is recorded, is that okay? Driver: Sure, no problem. Seller: Do you remember this parcel? Driver: I think I left it at the front door.
What to do next
Ask the buyer to confirm this in writing in the PayPal case. Their written words carry more weight than a transcript.
A driver's word isn't carrier proof. Ask the carrier for its delivery record, then add it to the case.
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

Proof missing
Seller Protection may apply, but proof is missing. Fix the failed check first.
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 lose12.00 USD
Buyer accepts your offer6.00 USD
Accept the claim12.00 USD
Fighting beats this offer if your chance of winning is above 50%. We don't guess that chance: nobody publishes win rates for PayPal sellers.
No fee on an inquiry that isn't escalated. Calculated by code from PayPal's published US fees. Excludes goods, shipping and High Volume fees.
Evidence8 items
E1
PayPal dispute
Dispute PP-D-DEMO-1003: reason MERCHANDISE_OR_SERVICE_NOT_RECEIVED, amount 12.00 USD, status WAITING_FOR_SELLER_RESPONSE.
E2
PayPal dispute message (buyer) written by buyer
Buyer wrote in the dispute on 2026-10-31.
“Keychain never arrived.”
E3
PayPal order
PayPal order ORDDEMO1003 for 12.00 USD, shipping address on transaction: 2211 N First St, San Jose, CA, 95131, US.
E4
Shop records
Shipped on 2026-10-13 via OTHER without tracking.
E5
Shop listing
Listing 'Leather keychain': Hand-stitched leather keychain with brass ring.
E6
Call with the buyer (made-up sample for the demo) spoken on a call
On a call with the buyer on 2026-11-02, the buyer spoke about how the order was delivered. Transcript reviewed by the seller, who confirmed everyone agreed to recording. Spoken words, not carrier or PayPal records.
“A parcel did come last week but I haven't opened it yet.”
E7
Call with the carrier (made-up sample for the demo) spoken on a call
On a call with the carrier on 2026-11-02, the carrier spoke about how the order was delivered. Transcript reviewed by the seller, who confirmed everyone agreed to recording. Spoken words, not carrier or PayPal records.
“I think I left it at the front door.”
E8
Shop records
Buyer has 1 previous order(s) and 0 previous dispute(s) with this shop.
Agent run log9 steps · 27s
  1. 1 Collector code
    Collected 5 evidence items from PayPal, shop records and proof you added.
  2. 2 Onboarding code + AI
    Read 2 call recording(s), found 2 statement(s).
  3. 3 Triage AI
    The buyer states that the purchased keychain was never delivered.
  4. 4 Investigator tool call
    Called lookup_buyer_history() -> {"previous_orders": 1, "previous_disputes": 0}
  5. 5 Rule checker code
    Checked what PayPal expects for this claim: 0 met, 2 missing.
  6. 6 Drafter AI
    Drafted 4 claims.
  7. 7 Verifier code + AI
    Kept 4 claims, struck 0.
  8. 8 Advisor code
    Recommendation: SETTLE. Weak or incomplete case for a small amount (12.00 USD). A 50% partial refund likely costs less than losing the full amount.
  9. 9 Seller Protection check code
    Seller Protection may apply, but proof is missing. Fix the failed check first.
Model nvidia/nemotron-3-super-120b-a12b · analysed 2026-11-03 21:01 UTC
Activity on this case20 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
2026-11-03 21:00 · Call recording selected for a case by system
2026-11-02 21:05 · Work planned by system
2026-11-02 21:04 · AI team finished the case by ai
2026-11-02 21:04 · Call recording selected for a case by system
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 21:03 · AI team finished the case by ai
2026-11-01 21:03 · Call recording selected for a case by system
2026-11-01 21:03 · Call recording selected for a case by system
2026-11-01 10:12 · AI team finished the case by ai
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 04:11 · Call recording selected for a case by system
2026-11-01 03:37 · Work planned by seller
2026-11-01 03:19 · Message sent by seller
2026-10-31 19:53 · 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.