I would like to reopen a case that was closed.
We would like to raise a dispute against a customer who claimed that she did not receive the items from us and received dirt.
We were not able to reply on her dispute on time because we just opened our paypal-registered email lately and we did not expect someone to ask a refund because according to DHL tracking service the package was received. We also use separate email address to contact our customers and a different one for our paypal account so I was shocked to receive a dispute from a customer and already got her refund.
She also claimed to paypal we are not responding to her emails but after we sent the package to her we really did not hear from her anymore so we thought the transaction went well.
Even we cannot bring back the payment taken from us anymore, I want to prove to paypal we are not scammers. But how? We were not able to reply anymore via resolution center because Paypal already closed the case. We already made multiple transactions before and this is the first time we encountered a situation like this.
We still want to show Paypal the photos of our items before shipping, the shipping receipt and tracking status of the package, but how can we tell paypal that our customer is the scammer and not us!? Can we still further explain to Paypal that we are legitimate sellers? We don't want our reputation ruined because of a single scammer.
