Haven't Received the product return from the buyer but i don't see any options to respond

[Kd44441]

Hey, I am a seller in the case. I sold an item to a buyer but he filed a claim on me stating "item not as described". So we Responded by escalating the case to PayPal and then selecting the option of "I will refund the buyer but they must return the product". So now the Buyer has provided fake tracking info (all fake totally) and also I haven't received the item. But now in PayPal resolution center they want us to respond and when I click on response then I only see a option of "I have received the product" and if I click Select that then PayPal would Refund and close the case in favor of the buyer. So what I can do, I haven't received the product and I never will, the buyer is just trying to Scam.

[sharpiemarker · Accepted solution]

@Kd44441

Have proof on hand that the tracking number is fake. Not just saying that you didn't receive the package. Get documentation from the shipping service of the ship to address.  Then contact customer service and let them know there is buyer abuse of the purchase protection program.

To contact customer service:

Click HELP at the top menu, scroll down to click CONTACT US, and then scroll down to click CALL US.

Or private message via social media:

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Twitter: @AskPayPal