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PayPal.com — PayPal refunded the buyer $379.98

We have been selling items with eBay and using PayPal for many years and this is the first experience with this happening. We had a return open with a buyer on eBay, we offer a 30 day return policy and honor it, 45 or so days after the buyer received the item. We and eBay closed the return, because of the 30 day policy. The buyer opened a claim with PayPal and we did not receive or see notice of the claim. PayPal gives buyer 100+ days to file a claim. We received a few days to review the claim and reply. Well, we did not see it until after the deadline. PayPal refunded the buyer $379.98 and did not have the buyer send us back the item. We did not receive a refund for the PayPal fees associated with this case. There is an “appeal the outcome” of this case within the closed case, but the only options are, “The buyer has already been refunded and I can provide proof of the previous refund” and “The item was returned but was not in the same condition as it was sent”. We have contacted PayPal via phone and they state that we did not respond to the case when it was open so it was closed in their favor. They say that if we had responded the case would have been closed in our favor.

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