Item Not as Described

[prissanna]

A customer filed a Paypal claim on a part. Said it was the wrong part but how do I know? It's for a piece of lawn equipment and without his model number, I don't know if he ordered correctly or not. Paypal wants me to refund without the buyer returning? Why on earth shouldn't the buyer return the item for a refund? Suggestions on how to get my item back before being forced to refund?

[nickopedia]

This is a case where you should give them a call and explain your side of the story.

Since your buyer is complaining there is a wrong part on this peice of lawn equipment, it's reasonable to assume he should return it to you for refund.

[SaiJin]

Did the customer file a dispute then escalate it to a claim? Is that what you meant?
I hope you have been replying to the disputes on time?

Yes, you should call them up and request the customer to return the product to you.

I also recommend you read the eBay Stealth if you haven't already.

[dallis]

They put it to you as if you have to refund without a return, but there are other options there, you just have to dig around a bit to find them.

About this whole "I don't know his model so I don't know if the part it REALLY wrong or not" thing, it just doesn't matter.

If you want the part back you're going to have to pay for return shipping because he selected 'wrong size or part' in the claim. You have no other options.

Otherwise they'll eventually refund him and let him keep the part.

That's the way the system works.

So either arrange a return or plan to lose your money and the part both plus get a ding.

[prissanna]

Originally Posted by SaiJin

Did the customer file a dispute then escalate it to a claim? Is that what you meant?
I hope you have been replying to the disputes on time?

Yes, you should call them up and request the customer to return the product to you.

I also recommend you read the eBay Stealth if you haven't already.

It is a dispute that has just been opened. I replied that I either needed a model number to look up and see which part they needed or if they wanted a refund they could return the item.

It's frustrating that I have to pay return shipping when he more than likely ordered the wrong part.

[jakobrockz]

If he is committed to returning this and not a buyer with morals, he could easily look up the CORRECT model number and provide it to you even if thats not what he has.

If I was in this situation, I would call PayPal and provide a return label/pay for return shipping and move on and hope he doesn't leave neg feedback (if it was on eBay)