Refunding an item

[JayyDeeVee]

I sold an item to a buyer and they requested a refund but when i go to issue it it says the buyer will retain the item?! Dosent the item need to be returned first for the refund to be issued ?

[kernowlass]

@JayyDeeVee 

Did the buyer open a dispute?

Which dispute did they open?

Did you respond to the dispute?

Did they escalate to a claim?

Did paypal tell you to refund?

Did paypal tell the buyer to return the item?

Was the item fake?

Some information would help if you want advice.