I’ve had a buyer open a dispute and despite me providing solid evidence the buyer was lying, PayPal have decided in their favour. I’ve already appealed and they still decided in the buyer’s favour even though I provided ample evidence. The buyer now gets to keep the valuable goods AND the money. Is there anything else I can do? For a bit more detail, the buyer ordered an art print from me. It makes explicitly clear on my website the product is a print, not a painting. There are lots of photos showing exactly what it looks like including close up photos of the texture and print details. When the buyer received the print, she emailed me to say she didn’t want it because it was of poor quality. I asked to see photos so I could investigate and put any faults right but she refused. She then changed her story and said she was expecting an original painting rather than a print and she didn’t feel a print should cost as much. I have no idea why because the title and description are very clear as are the photos. This is my bestselling print, I’ve sold 100s with great reviews and I’ve never had this issue before so I can only assume the customer failed to read the description or is trying to pull a fast one. I asked the customer very politely, again, to send me photos of the issue she was describing (she was still also claiming that the print quality was poor). She never replied and instead opened a dispute against me saying I had never replied to her emails. I provided evidence of my replies and her reply to mine so it was obvious she had received my reply and chosen to lie. I also provided evidence that the print was correctly advertised. Now I’m left out of pocket for a not insignificant sum of money and she still has the goods. I don’t understand how PayPal can choose to uphold an obviously fraudulent claim and not even get the customer to return the goods before releasing the funds. Does anyone have any experience of this and is there anything else I can do?
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