guest filed claim "cancel payment" because I kept Damage deposit

[EazyBreezy0215]

I own a Short-Term/Vacation Rental business. I had a guest lie about his age and stayed at my property, he paid through air bnb. He left me a five-star review after he completed his stay. I collect Security Deposits through Paypal. which is what the guest disputed. I escalated the issue because talking to him is useless. The guest Damaged a bedframe that cost $287.77 to replace. I attached the receipt, proof of a completed stay/Services and proof that he was happy with his services. Mr. Banasik's lease with my SECURITY DEPOSIT PROVISION ON page 1 and page 2 (which says the security deposit is refundable unless any excessive cleaning or damage is done to the property) and the notice to impose a claim on his security deposit which included the booking details, property address, an itemized list of damages, pictures, and even the Certified mail receipt(since I sent this "the notice to impose a claim" via certified mail). Lastly, attached is a receipt in which I spent 287.88 on a new " Platform bed frame with attached headboard". I only kept 200.00. the amount of the security deposit.

He then filed a claim that issue being: Not as described

a note saying: he was scammed and lied to please cancel payment

"Item details:

Item name: Air BNB Item description: Air BNB Issue: Not as describe buyer reported that they weren't satisfied with the service"

A representative was helping me with this issue, she was supposed to email me throughout and also monitor the whole situation since this was the 3rd time I called and they said they would fix it. but I never got the emails from her, & the same thing happened. & now I am out 200$ and I'm scared to use PayPal to collect Security Deposits. 

But regardless this is ridiculous.

Anyone know what I should do?

[PayPal_Bindu]

Hello @EazyBreezy0215,

Welcome to our community help forum and thank you for your post!

I certainly understand how concerning this can be for you. You can always check the status and updates of the dispute in the resolution center of your PayPal account. In this case, your best option would be to contacting our team by clicking the contact us option at the bottom of PayPal page or send us a message through our Twitter(@AskPayPal) and Facebook page to get this checked further.
 

Best wishes,

Bindu