Paypal Case

theonlywayisup wrote: »

You should get a "time out" from Paypal, where they allow the other party chance to reply, but it's not a done deal. Give them a ring and explain. IME they defer the escalation while they review your evidence. I've had this at least a dozen times (disgruntled buyers assuming their immediate escalation will resolve it in their favour).

I take it the case is a SNAD? You can't "accept a return" on Paypal, the case will be ruled one way or the other. Either way, the buyer will have to pay for returns tracked postage.

Yeah, SNAD. I have various options. To give a full refund, partial refund, dispute the appeal or agree to a return for a refund. It says I have so long to reply. So it's not been escalated to Paypal for them to make a decision on the case.

Yeah, it's a paypal case. Ebay one was already closed in my favour.

Problem is I don't have any actual proof. Basically it's just that there's 2 parts and it requires doing part 1 before 2 will do anything. It's not written anywhere official or anything, no files or images, but might solve their issue if that is all the problem is. Which is why I'm thinking maybe a quick ebay message would be best, seeing as I can't now reply to them through the case.

theonlywayisup wrote: »

Can you upload the evidence you gave to the Ebay case, along with the resolution going in your favour?

Failing that, just dispute it as best you can. If you lose, you get no defect and the buyer still has to fund the return.

The ebay case was for INR.

Thanks. Just wish I knew if it was the issue, I don't understand why they didn't reply. Does disputing it go to Paypal to resolve or to the buyer to respond?

theonlywayisup wrote: »

Ah that's a shame, I assumed it was for the same reason.

If you dispute the Paypal case (and it's not INR which is automatically monitored) it will go to a rep to view and make a decision. Add as much evidence as you can. If the reason for the dispute doesn't make it clear what the problem is, you can add everything possible and Paypal will review it fairly.

Thanks.

That's what I thought, but it wasn't completely clear when I looked it up. What I did find was there are a number of upset/angry buyers who have had sellers appeal so I decided to send the buyer an ebay message. That way they know what they need to about the product (not sure if they can see appeal reason?) and it seemed a nicer way to deal with it.

I'll give them a chance to reply and then take the next step in the case if they don't close it.

Really annoying though that there now seems no way to communicate through the case. Seems the buyer can go from dispute to claim at any time. There are bound to be many cases where the seller doesn't get a chance to send any message or may only get to send one when more communication is needed. Doesn't seem a very fair process.