Open the case and record the deadline and requested response. Match it to the correct commerce order and PayPal transaction. Then assemble the fulfillment date, carrier, tracking number, destination consistency, delivery event, and relevant customer communication. Submit only through the action PayPal makes available for that case.
Build the Item Not Received record
- 01
Classify the case
Confirm the lifecycle stage, reason, deadline, and response options shown by PayPal.
- 02
Match the order
Link the case transaction to the exact commerce order, buyer, items, and amount.
- 03
Build the shipment timeline
Retain fulfillment, carrier acceptance, transit, delivery, and any delivery-exception events.
- 04
Check destination consistency
Compare the transaction and shipment destination facts without exposing unnecessary personal data.
- 05
Review and respond
Have an authorized merchant review the focused evidence package before submission.
Item Not Received evidence
- PayPal case, transaction, and response deadline
- Order receipt and item description
- Carrier, tracking number, and shipment timeline
- Delivery event and destination consistency
- Customer communication, refund, or reshipment record
Questions merchants ask next
Is tracking alone always sufficient?
No. Evidence requirements and eligibility vary. Use the case reason and PayPal’s requested response, and preserve the order and communication context.
What if delivery occurred after the case opened?
Keep the case timeline current and use only the response options PayPal provides. Do not imply that a later delivery automatically decides the case.
Can PalSync submit without merchant review?
Current PalSync case actions require an active paid plan and merchant action. The planned AI drafting layer also keeps merchant approval as a hard boundary.
Official sources
These sources support policy and technical statements.
Merchant-language research
These discussions identify questions and operational pain; they are not policy authority.