"Full refund offer with item return"?

[sudokuqueen]

Okay, so I sold an item to a buyer who is claiming that the item was not as described.  I would like to offer a "full refund with item return" from the resolution page.

But before I do, I need to know whether or not choosing this option will require the buyer to return the item with tracking and input the tracking number into the Paypal website (as opposed to me simply asking - I need to have it on record that they actually used tracking, since I have a strong feeling that the parcel will be "lost in transit", and I need to cover myself).

Or is it a better option to simply escalate the claim to a dispute and have Paypal specify to the buyer that they should return the item with tracking and have the whole process documented on the website?  I would really rather not communicate directly with the buyer anymore, since they have proved to be untrustworthy and also a bit confrontational.

Thank you.

[kernowlass · Accepted solution]

@sudokuqueen 

Personally i would escalate to a claim and IF paypal find in the buyers favour (they may not?) then they normally tell them to return it trackable anyway as long as you have responded to paypal.

If they do not find in the buyers favour then its up to you to offer a refund on return of item if you want to.

[sudokuqueen]

Thank you for your swift reply. I was already leaning towards escalating it, but I wondered if it would be OTT considering both myself and the buyer want to return/refund. Like I mentioned, I’m mainly concerned with having everything on record so that I have a leg to stand on if I don’t actually receive the item back...

[kernowlass]

@sudokuqueen 

Got to be your choice really, i can only say what i personally would do as per above.