Paypal refunded buyer without requiring buyer to return the good?

[emily0657]

I sold an unwanted piece of jewllery online. After the buyer received it, she filed a claim with PayPal, stating that the item was not as described. However, she later admitted in an email to me that she had simply compared it to a different design. Despite this, PayPal decided in the buyer's favor and refunded her money without requiring her to return the item. Now, I have lost both the bracelet and the money.

Is this normal for PayPal's decision-making process? I contacted PayPal customer service, but they said the case is now closed. They advised me to contact the buyer directly to arrange the return of the item. However, I read that a refund should only be issued if the buyer returns the item. Can someone please help? or is there anywhere I can make an appeal?

[kernowlass]

@emily0657 

There are times when paypal does not request the return of the item..........

1. If its fake or can be proved to be fake.

2. If its dangerous to return in the post.

3. If the seller has not responded to the dispute/claim process.

4. If its a chargeback done via the buyers credit card issuer (if they funded their paypal payment that way) when the card issuer makes all the decisions not paypal and credit cards don't get involved in return of any goods.

[emily0657]

Thank you Kernowlass. None of these seem to be applied to me case. The buyer has admitted in an email that she has made the mistake by comparing with a different design. Therefore, is there any way I can appeal to this decision, to ask the buyer return the goods to me before refunding to her? I have searched everywhere in my account but do not find one. Thanks

[kernowlass]

@emily0657 

If the refund has been made then paypal can't force the buyer to return the item back to you.

Why not reach out to the buyer and offer to send them a pre-paid shipping label to return the goods? 

[emily0657]

Thanks that's what I did. I have sent the buyer a pre-paid slip to use, but later she said she wanted to use a different courier and asked me to cancel it and transfer her the cash instead. It has been 5 days since she claimed that the Item was sent, but the tracking info doesn't work at all.

[kernowlass]

@emily0657 

Do you have a small claims court in your country?

You could tell her that you will be pursuing it in the small claims if she does not return the item?