Payment held in paypal, wish to issue a refund?

[shearsntones11]

I sold a top to a buyer who was not happy as there were marks on the top which I didn't notice when I sent it off.
I'm very happy to refund her money plus postage, but the payment was 'held' in paypal.
So how do I refund the money.
Thanks
Shearsntones

[putney32]

First, you wait for her to return it to you if you want it back, but with marks it may not be worth getting back.

you go to the original payment in your PayPal a/c page and hit the refund button if you are willing to refund before getting it back,.

[Anonymous]

If payment is 'held' it means the buyer has initiated a SNAD dispute.

Go to the resolulion centre and send a message to the buyer saying you will refund when you have received the item back ( if that's how you wish to go ).

If you are happy to let the buyer keep the item then there is an option for you to offer a partial refund.

If you wish to refund the entire amount just 'agree to refund' and the whole lot will be refunded and the case will close.

[phorum_junkie*]

I presume you don't want it back, if that is the case escalate the dispute to a claim yourself and then you may be able to authorise the refund without return, if you can't call Paypal and explain that you don't need to wait for them to return it and can they process the refund.

If you do want it back then wait until the buyer escalates to a claim then if Paypal find in their favour you will receive an email asking for the return address then you wait until it arrives back then let Paypal know and the refund will go through.