Paypal made a wrong decision about a refund dispute

[pei_senn]

I have a paypal open case with case number PP-D-42582095. paypal made a wrong decision. the guy in the <removed> broke it. it’s like the buyer bought an appliance from a store, and he are not satisfied with how it is, then he finds someone else to modify it, but that guy broke the buyer's item, then the buyer wants it returned to the seller and get refund and used not as described as excuse? It does not make sense at all. the seller also needs to be protected.   273928057480 : to generalize the problem I need to make some introduction I have the service manual for sx87v. By looking at the circuit diagram, I found it cuts treble! I did not make any changes to the circuit board. By default, the bass boost is on and the treble is reduced because of its designing, then the buyer arbitarily felt it has strong flutter, but that's the timbre of that model. There was nothing wrong or altered. all panasonic sx models, bass boost is turned on by default and it can be turned off using the remote control. that remote control is not included in the purchase. since that buyer thought it has strong flutter(but it was normal), then he sent it to a repair man. the repairman recorded what he did to the item i sold and uploaded to youtube (<removed>) In the beginning of the video, it showed the player was working properly but at 5'12" that guy removed the coated rubber which is not supposed to do. without those rubber, the machine no more has enough torque to play a tape. this is problem that was complained by the buyer. basically the buyer did not know how that model sounds like and found a person destoryed the machine. Now the buyer wants to get it returned and refunded after he found someone else destoryed it, is that making sense? I saved the video to my computer as evidence for further dispute in case of that video gets removed. I can provide it upon request. the picture i uploaded shows how the mechanism normally looks like which matches what was shown in the beginning of the video.

[sharpiemarker]

@pei_senn 

You'll need to contact customer service to appeal the decision by calling in to speak with a dispute specialist or via the resolution center with convincing documentation that will tip the scales. I'd say get official affidavit or documentation on the business letterhead from the repairer that this buyer took in the item to them to fix and they (the repairer) broke it. Not sure if PayPal accepts video or screenshots because many people have submitted such evidence and still lost.

PayPal is third party and was not there when all this went down and they have to make a judgement call in relation to their dispute policies. 

The buyer has to file Significantly Not As Described claim because they can't very well file Item Not Received claim. With PayPal disputes you can work out a solution with the buyer within the first 20 days of dispute or it can be escalated by either parties to PayPal to decide according to their policies and paypal's policies may be limited for both sellers and buyers as it is not a guarantee, warranty or insurance.

Please read the protection terms to know how PayPal may come to their decision:

Purchase Protection

Seller Protection

Were you required to accept a return before refunding? Tbh, the repairer is supposed to be responsible, not you.

To contact customer service for assistance:

Log on, click HELP on top menu, scroll down to click CONTACT US, and then scroll down to click CALL US.

Call early, during business hours, west coast time to try to get a US rep. 

Or private message via social media:

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Twitter (US): @AskPayPal 

[pei_senn]

I dont want to accept the refund because that was not my fault at all. paypal agreed the buyer's refunding request after they reviewed the case and automatically set I need to refund the buyer. the video told by the buyer has a youtube link <removed> and the player shown in the video was what I sold. also paypal already told the buyer to mail the package back and i will reject the package upon arrival.