Paypal case for item not as described (Please Help!)

[alwaysthelowestprice]

So a buyer purchased an item from me and I mistakenly shipped him the wrong item. They were almost identical but different models. He opened a Paypal dispute for "item not as described". I reached out to him to apologize and try and make it right. I told him to start a return on the order, and re-purchase the correct item from me so I can ship it right away. He needs it for a birthday this Sunday. I even told him I'd give him a $25 discount for the screw up. This is a $200 item. He told me he wants me to just ship him the replacement with a label for the other one to be returned. Knowing this was a bad decision on my part I told him I would do that but he needs to close the dispute with Paypal first. He told me Paypal won't let him close the dispute until I ship the replacement. This doesn't sound right to me. I'm starting to think he's trying to get over on me. How would Paypal even know I shipped the correct item to him if I'm just shipping it without going through eBay? Please help I don't know how to resolve this.

[pjcdn2005]

If you do want a return I suspect the "accept dispute with a return" is your only option though I don't knows if that a guarantees a return.  I have never heard of that option for a chargeback so I wonder if it is only shown for PP.

I wouldn't think that you would want to challenge the dispute as you did send the wrong item. Also, challenging it will result in a $20 charge if you lose.

[mtgraves7984]

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@alwaysthelowestprice wrote:

Ittybitnot mentioned that it's actually an eBay managed payments dispute, not PayPal. It's even mentioned that "We can try to work with the buyers payment institution to get the item returned to you". 

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@alwaysthelowestprice 

I realize that. But I tend to agree with @southern*sweet*tea  (Post #3), and if you found your options on PayPal... after all, you said you found it on your "requests and disputes" page... I think it's a PayPal claim. 

[mtgraves7984]

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@pjcdn2005 wrote:

If you do want a return I suspect the "accept dispute with a return" is your only option though I don't knows if that a guarantees a return.  I have never heard of that option for a chargeback so I wonder if it is only shown for PP.

I wouldn't think that you would want to challenge the dispute as you did send the wrong item. Also, challenging it will result in a $20 charge if you lose.

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@pjcdn2005... agreed with all but the last sentence, because I still think it's a PayPal claim.

@alwaysthelowestprice... if it's a PayPal claim, there's no $20 fee to consider. Choose "Accept Dispute With Return".

[pjcdn2005]

It's a claim from the payment provider. It's possible that PP handles claims differently than a bank might.  But I still maintain there is no seller protection from PP when a  snad claim is made through PP or a bank.

How do you know there is no $20 fee if challenged?  I don't recall the payment dispute mentioning that there was anything different if the claim was from PP.

[mtgraves7984]

That was how I read the link that @pennpicker provided. Lawdy... now I'm confused. 😑

[southern*sweet*tea]

::general reply::

Ebay will handle the dispute according to the payment provider's instructions.  

Unless something has  recently changed, Paypal always requires a return no matter the reason for that return, and the buyer pays for it.  Credit cards normally do not require a return.  If the payment provider is Paypal, the case will sit in limbo until Paypal decides on it, and they should not decide anything until the buyer returns the item OR the case expires due to inaction on the buyer's part.  This can take 90 days.

If the OP has the option for a return, they should accept the return in the dispute.

[mtgraves7984]

If the OP has the option for a return, they should accept the return in the dispute.

@southern*sweet*tea 

Thank you for the validation. Your description is how I understand a PayPal claim to work, and I don't think this is a CC chargeback yet.

@alwaysthelowestprice 

Let's cut to the chase. You made reference in your original, "He opened a Paypal dispute for "item not as described".
Can you screenshot the first  message you ever  received that made you think there was an issue with this transaction?

[alwaysthelowestprice]

I did the "Accept Dispute with Return". Of course the buyer isn't happy and is saying how I wasted his time and he trusted me because I have 100% feedback. He doesn't understand why I wouldn't send him the replacement. Meanwhile my money is on hold and he has the other item. He just doesn't get it. He's actually offended that I didn't trust him to do the right thing. I'd be an idiot to do things the way he wanted. Just take your refund and send my item back. I must've apologized 10 times already. It was an honest mistake on my behalf. Cut me a little slack 

[mtgraves7984]

@alwaysthelowestprice 

You've done the right thing. Naturally, the buyer is giving you flack... if the buyer had done (could have done... who knows?) the right thing, you'd be looking at an eBay MBG claim. Cut, dried and easy-peasy.

Stand pat. You won't have to refund until the item is returned. The funds will be on hold, but would have been anyway.
Hang in there...