Is it possible for customers to get the money back without sending anything back?

[WoCa]

Hello, I've a question as a seller.

After my article arrived the customer opened up a case and said something got broken while shipping (Its a mark on wood). My offer was she can send it back in and get full money back or I'll send her something to fix it by herself. But she just want to get back the money WITHOUT return the item, because its to big and heavy for her (18kg, package was 100x30x40). She demands at least 37% discount, which is clearly too much as I can judge by photo. Is it possible that PayPal decide she can keep the item and get back the money?

Thanks very much

[sharpiemarker]

@WoCa 

It can happen depending on the specific circumstances of your case.

”IMPORTANT: You may be required to return the item to the seller or other party we specify as part of the settlement of your claim. PayPal’s Purchase Protection program does not entitle you to coverage for the return shipping costs that you may incur.”

https://www.paypal.com/de/webapps/mpp/ua/buyer-protection?locale.x=en_DE#intro

“If the claim was that the item received was Significantly Not as Described, you may not receive the item back, or you may be required to accept the item back plus pay for return shipping costs.

If the claim was that the item received was Significantly Not as Described and related to an item you sold that is counterfeit, you will be required to provide a full refund to the buyer and you may not receive the item back.”

https://www.paypal.com/de/webapps/mpp/ua/useragreement-full?locale.x=en_DE#pp-buyer-protection-selle...

[WoCa]

Thanks, I've read same things. So in the end its up to PayPal to decide?

To the description: The buyer asked for a custom-made-change. In the original article description is written something like "wood is a natural product and irregularities can happen. rubs of paint are intended." I also sent her a photo of different woods she can choose. She chose one with already scratches on it. So  4 of 5 photos she's sent are just close ups from something which isn't caused by transportation. the 5th photo is a scratch on the side, which wasnt there before as I remember. Anyway, I'm sure she wanna keep the item.

And as I see it its even with the mark close to description.

I'm interested if there are some cases, where customer doesn't had to send something back even if it can be used and close to description...

[sharpiemarker · Accepted solution]

@WoCa 

Yes, it is up to PayPal to decide.

And yes, there have been incidents where buyer isn’t made to return item or don’t return item but received a refund under various circumstances; don’t return because seller refunded first or buyers angling for refund without return (or saying they should not be required to return because blah, blah blah reason):

https://www.paypal-community.com/t5/Disputes-and-claims/Refund-given-without-my-permission-then-item...

https://www.paypal-community.com/t5/Holds-reversals-reserves/Refund-to-Buyer-but-no-return-of-mercha...

https://www.paypal-community.com/t5/Holds-reversals-reserves/Paypal-refunded-buyer-who-never-returne...

https://www.paypal-community.com/t5/Disputes-and-Limitations/buyer-not-return-my-item-after-i-refund...

https://www.paypal-community.com/t5/About-Protections/Refund-without-return/td-p/1114196

https://www.paypal-community.com/t5/Managing-Risk-and-Fraud-Archives/Refund-given-goods-not-returned...

https://www.paypal-community.com/t5/Disputes-and-Limitations/Refund-given-returned-item-not-received...

https://www.paypal-community.com/t5/Archive/Paypal-refunded-buyer-but-returned-item-not-received/m-p...

https://www.paypal-community.com/t5/Managing-Risk-and-Fraud-Archives/Buyer-did-not-return-item/m-p/1...

https://www.paypal-community.com/t5/Disputes-and-Limitations/return-scam/m-p/2535929

https://www.paypal-community.com/t5/About-Protections/paypal-refunded-buyer-but-never-had-buyer-retu...

https://www.paypal-community.com/t5/Holds-reversals-reserves/Refund-to-Buyer-but-no-return-of-mercha...

https://www.paypal-community.com/t5/Security-and-Fraud-Archives/Buyer-refunded-for-return-with-no-at...

https://www.paypal-community.com/t5/Managing-Risk-and-Fraud-Archives/Refund-AFTER-DISPUTE-BUT-NO-RET...

https://www.paypal-community.com/t5/About-Payments-Archive/Buyer-not-returning-item/m-p/827348