If I issue refund does the buyer have to return items?

[KieranM26]

I have sold an item and the buyer paid goods and services. The item was damaged and I have agreeed to refund the buyer and for him to return the damaged item. We have not opened a dispute at this point. If I refund the buyer without going through the resolution centre and the buyer doesn’t return the item where do I stand? Do I have any protection?

[kernowlass]

@KieranM26

No, you need to ask the buyer to return the items first.

[KieranM26]

Is there an option to select that when issuing the refund or does the buyer have to return the item first?

[PayPal_Olivia]

Hi @KieranM26,

Thank you for your post. I'm happy to help.

The answer that @kernowlass provided is correct. PayPal cannot compel the return of an item after a refund has been issued, so it is always best to wait for the return of the item before issuing the refund. Even in the case of a buyer dispute, PayPal requires that the buyer supply tracking that shows the item was delivered back to the seller before the refund is given, as the promise of the refund is what motivates the buyer to return the item. 

I hope this helps!

Olivia