How PayPal protects sellers

[nielatelier]

Good day. I ask for your help. The client opened a case PP-D-42423336 against me at PayPal. She received a wedding dress more than a month ago, made changes to it, dressed it for a wedding and now requests a refund because "the dress is not as described". PayPal has offered 3 options to overcome this situation, each of which involves a refund. I understand that your job is to protect customers, but in this particular case, when a product was used and a there are wedding photo you have to protect the manufacturer, don't you? And does this mean that all sellers of wedding dresses should be prepared so that customers can return their dresses after using them at the wedding? Then why use your payment system in your online stores?

[sharpiemarker]

@nielatelier 

Sellers typically are not covered with Not As Described claims unless its clearly a buyer's remorse reason (doesn't fit, don't like, saw it cheaper some place else, bought by mistake, as described but did not meet expectations, etc). 

If the buyer made alterations, you'll need to contact customer service and explain with clear evidence/documentation that the dress was altered and that this is buyer abuse of the purchase protection program. Sometimes you have to persevere and put on the pressure (while leaving the emotion out of it) until someone there gets it.

Read the seller protection t&c:

https://www.paypal.com/us/smarthelp/article/what-is-the-seller-protection-policy-and-what-items-aren...

https://www.paypal.com/webapps/mpp/ua/useragreement-full#seller-protection

Keep in mind that the buyer can get the devil into them and file a credit card chargeback if they fail with a PayPal dispute. And PayPal charges an extra $20 and if the reason for the chargeback is Not As Described, you won't be covered.

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:

Facebook (US): https://www.facebook.com/paypal

Twitter (US): @AskPayPal 

There will be unscrupulous buyers who will try it on but the question is how many buyers have done this to you vs how many who have not. You have to make some begrudging allowances for shrinkage/risk, all businesses do. PayPal wasn't there when you shipped the item and not there when the buyer received so they have to make judgement calls.