Buyer Refusing to Send Photos of Defective Product

[deaguiar_95]

Hi all, currently dealing with a buyer who purchased a handmade product from our small business and paid via paypal. They received the package and immediately opened a case on paypal claiming the items were damaged and were not as described. The items were not damaged prior to shipping. We have requested photos of the damage to assess prior to responding to the claim but she has refused to send photos and has asked us to provide return details. Has anyone experienced this before? Are we within our rights via paypal to wait and see the evidence (pictures) before sending off the refund and having the items returned?

[kernowlass]

@deaguiar_95 

You do not have accept anything unless paypal has told you to do so.

Is it still a dispute? If so leave it at that and hope it times out at 20 days.

If its a claim then put in all your evidence and see if paypal finds in your favour or not.

If they do not then the buyer will be told to return the item back to you, trackable and at their own expense before you have to refund.