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Old 11-29-2014
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Default Dispute, both parties wrong

Dear All, this is the story...I shipped a parcel of goods sold from my website to a customer in Germany, addressed to his Paypal address. Shipped by air mail registered, not EMS (too expensive, people won't buy), so not acceoted by PP as a valid proof of shipment. But in 10 years of selling I never had a problem, parcel arrived and everybody happy. Until 2 days ago.
Parcel didn't reach that address, stayed at post office 2 weeks, now is returning back to me. Customer pointed out that in his email he gave me the right address, which was the same but only the surname changed. And wanted to be refunded.
So I followed PP rules shipping to customer's address on file, but not with EMS/courier, which would have made my case impossible to dispute.
He opened a dispute and I'm evaluating what to do, perhaps offering a partial refund or a reship? But I suppose PP will refund the buyer as usual only because shipping was not by courier.
In your opinion, do I have a chance to win the dispute?
Another question: once a dispute is closed after the parties reach an agreement (partial refund, in this case), can it be re-opened and escalated to a claim?
Thank you for your attention,
ixxx
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Old 11-29-2014
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Default Re: Dispute, both parties wrong

Well if you have sent the parcel by ems without tracking then you will most likely lose the case.
If your buyer closes the case, or you refund, then no it cannot be re-opened again.
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Old 11-30-2014
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Default Re: Dispute, both parties wrong

Welcome to the forums.

Easy solution is a partial refund - if he wants reship, you can do that to. All the best with your decision.

Bunneh is correct.
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Old 11-30-2014
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Default Re: Dispute, both parties wrong

Selling internationally is always a gamble. I would do a partial refund and move on, because I don't see you winning this case. You would, at a minimum, need TRACKING in order to win the case.
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