Customer escalated to a claim without sending the item back? [closed]

Posted by kavoir.com on Pro Webmasters See other posts from Pro Webmasters or by kavoir.com
Published on 2012-12-16T02:10:23Z Indexed on 2012/12/16 5:20 UTC
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paypal

She claims that she has sent the item back but for over 1 month I haven't received it. I don't know where I can find the tracking number so I don't know if she really sent it or not. Now she has escalated the dispute to claim and PayPal is asking me for information.

The reason is "Not as described". So how do I respond to this?

I mean, in the dispute, we agreed that I'll issue a full refund as soon as I receive the package she return to us but we never received this package that she claimed to have sent back. Now she's escalating this to a claim and PayPal is asking me for documents. How can I provide any documents that would prove she hasn't sent the package?

Thanks!

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