Hi watermellon2019,
Welcome to the community and thanks for posting.
I recommend ensuring that you respond and keep in touch with us through the Resolution Centre of your account. If you have proof showing that the item is genuine, make sure to provide that.
Here's how to respond to a claim:
Log in to your PayPal account.
Click Contact on the bottom of the webpage.
Select Resolution Centre on the top right.
Click View under 'Action' in Resolution Centre Cases.
Click Respond and choose one of the following options:
Issue the buyer a full refund for the disputed amount and allow them to keep the item(s).
Issue the buyer a full refund for the disputed amount and require the buyer to return the item(s) – do not select this option for services or virtual/intangible items.
Offer the buyer a partial refund in an attempt to resolve the claim.
Provide proof that the buyer has already been refunded.
Disagree with the claim and provide additional information.
Click Continue
Follow the prompts provided
Responding is an important first step. Once you do that the team in charge will review and make a decision. If we decide in the buyer's favour they will be required to return the item to you at their expense and in the same condition you sent it in. We would not issue a refund until the item is back to you. If at that stage you find the item is not in the same condition you will have the option to appeal the case.
I hope this helps.
Rachael
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