Misuse of PayPal Policy - Buyer got the refund and isn't returning the item

[daksh844]

I have a buyer based out Wilmington, DE 19805 who bought items from us and paid over PayPal. Soon after receiving the item she filed a dispute on PayPal about the item not as described and demanded refund. We shipped the item as she requested and escalated the case to PayPal. The case was resolved and turn out to be in her favor from PayPal. But now the buyer still has our item with her for more than 20+ days and isn't agreeing on returning the item. I tried reaching out to PayPal customer support but no on really answers the call and responds, so stuck here with a buyer who is misusing the PayPal policies. I tried filing a dispute but it displays an error message and asks me to get in touch with Customer Support team, I really disappointed with PayPal here and want to receive my item ASAP. 

It was already communicated to the buyer that if the item is not as described you'll be paying for the return shipping to which she agreed and isn't responding back or ready to ship back the item now.

[kernowlass]

@daksh844

If she has already been refunded then no one can force her to return your item.

But I can't see her funding the return herself so you could offer to send her a shipping label if she agrees to return them at your expense?

[JMAC1965]

Cannot find out where to send shipping label?

[Angel541]

My problem is similar in that my seller has the item as I have returned it and he will not refund. What do I do??? Help!

[kernowlass]

@Angel541

As long as you sent it trackable and can provide paypal with trackable proof that the seller received the item back then...............

How do I open a dispute with a seller when a purchase goes wrong?

You can open a dispute in the Resolution Centre of your PayPal account within 180 days of payment if:
•You don’t receive the item
•You receive an item but it’s significantly different than the description on eBay or on the seller’s website

By opening a dispute, you can communicate directly with your seller to work out a problem transaction.

If you reach an agreement with the seller you can close the dispute. If you're still not happy with the result, you can escalate the dispute into a claim. We'll review the claim and decide on reimbursement.

These steps apply to Personal accounts. If you have a Business account, please log in to see the steps that apply to you.

To open a dispute:
1.Log in to your PayPal account.
2.Near the bottom of the page, under 'More about your account', click Resolve a problem in our Resolution Centre.
3.Click Dispute a Transaction.
4.Select the button beside the transaction you want to dispute, then click Continue.
5.Select ‘Item dispute’, click Continue and follow the on-screen instructions.

Note:
•Generally buyers must wait at least 7 days from the date of payment to escalate a dispute for an item not received
•Where an item has not been received, please ensure you have given the seller enough time before opening a dispute

https://www.paypal.com/webapps/mpp/first-dispute

DO NOT CLOSE THE DISPUTE UNTIL YOU HAVE A CLEARED REFUND OR YOUR ITEM WHATEVER THE SELLER SAYS. ALSO DON'T FORGET TO ESCALATE THE DISPUTE TO A CLAIM WITHIN 20 DAYS IF THE SELLER DOES NOT REFUND.

If that does not work then if you funded your paypal payment via a card then contact your card issuer and see if they will do a chargeback for you.