Buyer wanted refund, paypal refunded in full after she admitted to using it? Help

karenx

Bit of a funny one but hopeing someone can help me

I own a beauty salon and was selling some tanning solution that hadnt been opened or used.
Girl bought it then a week after she recieved it said when it arrived it was open and leaking and approx 1/4 was missing. I said ok send back with the damaged packaging. She said no she just wants a refund. I said I cant refund and let her keep it also it was one or the other. She demanded she got a full refund for the inconvience.
She opened up a paypal dispute wanting a refund but stated she still wanted to keep it. I asked why she thinks she should get a full refund but still keep the item, she said because she runs a business and needs to use this so cannot afford to send it back and buy another one at a higher price. And admitted that she is already using it on clients.
Paypal seen in my favour and said she is only entitled to a refund if sends it back and it would be a refund in FULL!!
I imediatly sent a message to paypal explaining it was wrong to want to issue her with a full refund considering she has admitted to be using it. This is now a month after she bought it!
So 2 days ago it arrived back with me with only 1/4 left in it and this morning I wake up to a message from paypal to say they have refunded her the full amount. And as there are no funds in my paypal they are taking it out my bank. Now the amount she paid was £51 so Im now £51 out of pocket and she has more than likely been making money out of using my product as she admitted to using it on clients!

Surly paypal shouldnt of refunded in full?? Is there anything that can be done now? I did contact paypal 3 times after they said they will refund in full once its sent back but nobody replied

theonlywayisup

Paypal only have the power to force a full refund upon return of the goods.

You can try to appeal the case, but I would imagine it will be difficult.

kurgon

theonlywayisup wrote: »

Paypal only have the power to force a full refund upon return of the goods.

You can try to appeal the case, but I would imagine it will be difficult.

But only some of the goods have been returned. Can you demonstart this by the weight of the package?

theonlywayisup

kurgon wrote: »

But only some of the goods have been returned. Can you demonstart this by the weight of the package?

Yes I agree, but what I said still stands. Paypal only have the power to make a FULL refund, regardless. OP should try and plead to Paypal with her message evidence to see what they can do.

Lakelady_2

I had a case where the buyer switched an item, the one I got back certainly wasn`t the one I`d sent. Paypal found in favour of the buyer as she said the goods where not as described. Paypal said I could persue it on the grounds that the item hadn`t been returned in the same state it had been sent - or words to that effect.
See if you can get anywhere with that.