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PayPal awards a dispute to customer

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PayPal awards a dispute to customer

What in the heck is paypal doing? We sell one item a transfer switch. The customer  put in a dispute said "the panel did not come with the switch"  not as described.  No where on any site is a panel mentioned, the customer just doesn't know and in this case NEITHER does PayPal.  No transfer switch comes with a house panel, that is existing in your house. We advised the buyer to return it twice so we could refund the money. What does Paypal do??? awards the dispute to the customer saying not as described . I am convinced they are told close the cases, solve in the customers favor period. Anyone use any other service besides Paypal?