Dispute issues

[Megjones579]

Hello! I received an item that was damaged. I reached out to the seller and the seller agreed to a $5 refund but never followed through so I filed a claim and I am now being told by seller that she tried to issue refund and can't. She is now asking me to close the claim so she can send the money through friends and family. How should I proceed?

[sharpiemarker]

@Megjones579 

Tell them to issue a refund through friends and family and upon receiving the payment in your account, you will more than happy close dispute (or just let it close on its own in 20 days and PayPal will release the held funds back to seller). If seller do not refund, escalate the dispute for PayPal to review and make a ruling within 20 days from date of opening dispute. Because you if close the claim and the seller does not issue refund, you won't be able to reopen dispute.

https://www.paypal.com/us/smarthelp/article/how-do-i-escalate-a-dispute-to-a-claim-faq822

If PayPal rules in your favor, you will need to return the item to seller for a refund of original amount paid and be responsible for return shipping but can get it reimbursed if eligible:

https://www.paypal.com/webapps/mpp/refunded-returns