Dear Paypal Community, I recently had a situation where a customer ordered 2 engraved products, one of which was defective. As per our return and refund policy, we cannot accept returns for engraved items, but we offered to issue a full refund for the broken item and let the customer keep it. We assume all customers agree with our refund and returns policy before they make their purchase. The customer rejected our solution and opened a dispute on Paypal, claiming the full order amount for both items and accusing us of being uncooperative. I'm not able to process a refund for the defective item as the payment is in dispute now. I replied to the customer in the dispute and attached our conversation in emails, but the buyer did not respond. Is there a chance of winning the case if I escalate it to Paypal? I'm willing to issue a refund for the broken item but not the entire order. Has anyone else faced similar situations and how did you handle them? Any advice would be appreciated. Thank you for any advice you can provide.
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