Escalating PayPal dispute (as Seller)

[justkidzbiz]

A buyer has opened a dispute in PayPal for Item Not as Described.

the two options for me as the seller are:

a) refund the buyer

b) escalate the dispute

i emailed the buyer (the same day I received a message) advising that I would refund on return of the item. She immediately opened the PayPal dispute.

so from here, do I escalate the claim? Will this then mean PayPal will advise the buyer to return the item?

i haven't done a PayPal refund via disputes for a long time and can't remember what to do, I emailed PayPal and their response was merely generic about disputes and none of the information mentioned what happens after escalating the dispute as the seller.

[phorum_junkie*]

You don't need to do either, if you are willing to agree it is not as described and give a refund then just wait until the buyer escalates or agrees to return the goods. You can escalate it if you wish as the buyer will still be told to return the item at their own expense, had it been an ebay claim then you would have had to pay unless you could prove it was as described.

If it is genuinely not as described then I would also pay the return postage, something I always did if it was my mistake, either that or refunded in full and let them keep it if it was not worth the cost of getting it back.

I could never see any justification for a buyer to be out of pocket for a fault at my end.