If the customer is not happy with an item, ask them to return it first, then you will do a refund. Always try to communicate with your customers first. Always treat your customers the same you would like to treated. If you don't try to work with the customer, they will open a dispute against you requesting a refund. Then PayPal will decide your fate. In most cases, they will do the refund. Note, they require the customer to return the item but, this does not always happen resulting you loosing both the item and the money. PayPal can also decide in your favor various reasons outlined in the User Agreement. Examples: The defect in the item was correctly described by the Seller. The item was properly described but you didn't want it after you received it. The item was properly described but did not meet your expectations. The item has minor scratches and was listed as used condition.
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