What Proof Does PayPal Accept for an Item Not Received?

For an Item Not Received case, merchants should provide records that connect the disputed purchase to shipment, delivery, or digital fulfillment. The required evidence depends on the item and the case instructions. Proof that an order was created is different from proof that the customer received it.

Which records should I gather?

PayPal’s proof-of-shipment and digital-delivery guidance describes physical documentation and electronic records. For intangible items, records may show when the item was sent and the recipient address, or that the recipient received or accessed it. Additional eligibility requirements still apply.

Is signature confirmation always required above $750?

No universal current threshold should be assumed. The U.S. help guidance distinguishes transactions before January 26, 2026, over $750 USD, for which signatures are required, from later transactions, for which signatures are recommended but not mandatory. Check the terms applicable to the transaction and follow the case request.

How do I assemble a useful response?

1. Read the complaint and deadline. Identify the disputed transaction and the information requested.
2. Create a short timeline. List payment, fulfillment, shipment or provisioning, delivery or access, and the complaint.
3. Attach the relevant records. Include readable evidence with identifiers that connect it to this order.
4. Explain inconsistencies. If an address, date, or status differs, describe what happened rather than omitting it.
5. Check submission and case status. Retain the response confirmation and monitor follow-up requests.

Example: An order paid on September 1, shipped on September 2, and delivered on September 5 has three different dates. The response should explain that sequence. Delivery does not need to occur on the payment date.

For the complete response process, use our Item Not Received dispute guide. For coverage, see Seller Protection requirements; for case stages, see the PayPal disputes overview.

What if my evidence is incomplete?

Check the carrier or fulfillment system for additional records and document the result. A shipping label alone does not establish completed delivery. A digital account’s existence alone does not establish that the purchased content was delivered or used. If your investigation confirms a fulfillment problem, evaluate an appropriate customer remedy.

Keep the response factual and specific. Coverage eligibility, the evidence requested, and the dispute outcome are separate considerations. Our evidence preparation guide can help structure supporting records. If a decision needs review, consult PayPal dispute appeals.

Teams connecting dispute operations can explore Chargeflow’s PayPal integration.

Frequently asked questions

Can digital delivery records support an Item Not Received response?

Yes. Relevant electronic records can support fulfillment, subject to the case and applicable program requirements. Connect timestamps and recipient identifiers to the disputed purchase.

Is a tracking number enough?

A number alone may not establish delivery. Provide the associated carrier information and explain how it matches the order and destination.

Does delivery evidence guarantee a favorable outcome?

No. The reviewer evaluates the case and applicable requirements. Submit relevant, complete records by the requested deadline.