Please help! Refund issue

[sophiekb7]

Hi there,

Ive opened up a dispute over a counterfeit item. The seller says I need to close the case before she can refund me. This doesn't sound right to me...

[sharpiemarker]

@sophiekb7 

Do not close dispute as you won't be able to reopen it. The seller can refund from within the dispute anyway, that's why the funds are withheld every time a dispute is filed.

How do I issue a refund for a dispute?

Here’s how:

1. Go to the Resolution Center.
2. Select Open Cases and find the transaction.
3. Click the Case ID in the Case column.
4. Click Issue a full refund on the case details page.

You can issue a refund within 180 days of receiving a payment. Issuing a full refund automatically closes a dispute.

Please note that the case must be in the dispute phase or waiting for the seller's response to complete this action. If it is under review, you must contact PayPal to take this action.

If your PayPal account balance does not have enough money in it, the entire refund will be issued from the primary bank account linked to your PayPal account.

*Refunds cannot be issued through the PayPal mobile app.

[sophiekb7]

Thanks so much!!