PayPal Item Not Received
Buyer says the item never arrived
A PayPal Item Not Received claim is answered with online tracking, not with a story. PayPal Seller Protection for a physical item wants proof of delivery to the address on the transaction, from a carrier PayPal can check online. Since 2026-01-26 signature confirmation is no longer required for higher-value transactions, but delivery confirmation still is. You have 20 days from the dispute to supply it.
The evidence this code accepts
- 1
Carrier PayPal can verify online
A carrier whose tracking PayPal cannot read counts as no tracking.
- 2
Tracking number
The single item the claim turns on.
- 3
Status showing delivered
In transit does not close an Item Not Received claim.
- 4
Delivery date
Ties delivery to the transaction.
- 5
The address on the transaction, matched to the label
Delivery to any other address falls outside Seller Protection.
- 6
For a service or digital goods, a dated supply record
PayPal treats intangibles differently, so the record has to be dated and specific.
Where sellers lose this one
- They shipped to an address the buyer gave in a message rather than the transaction address.
- They used a local courier with no online tracking.
- They reply on day 21 and the case is already closed.
Build the pack for PayPal Item Not Received
8 questions specific to this code, plus the order and the notice. No account. You see the assessment and what is missing before you pay anything.
USD 9.90 a pack when you get it. This prepares your evidence; the card network decides.
Rules checked 2026-09. Sources. Network rules change; if you find this page out of date, tell us and we will correct it.