My invoice states NO REFUND/NO RETURNS/NO EXCHANGES - buyer returns and wants refund

[Edb66]

I am the seller and now the buyer wants a refund, I have on my invoices NO REFUNDS/NO RETURNS/NO EXCHANGES.

Buyer sends back the products, and does a claim against me. I have already spent the money and now I am negative in my account.

Buyer states she misunderstood what she was receiving but I have it in a conversation exactly what she would be receiving. 

I understand I have the items back, but the money has been spent to pay rent in which the buyer said that is why she wanted to buy my items was to help me out. 

I don't know what to do. It was a $450.00 transaction. 

[sharpiemarker]

@Edb66 

Did the buyer admit in the dispute communication that she misunderstood what she was getting? Because that’s buyer’s remorse and PayPal doesn’t cover buyer’s remorse however since the item is already returned…it’s a tough call.

Just respond to the case with all the evidence: what your ad listing/invoice said and let the chips fall where they may.

Keep in mind that PayPal is under no obligation to take your store policies/transaction terms into account.

They still have sole discretion to decide the case, ”PayPal determines, in its sole discretion, whether your claim is eligible for PayPal’s Seller Protection program based on the eligibility requirements, any information or documentation provided during the resolution process, or any other information PayPal deems relevant and appropriate under the circumstances.”

And that buyer may still fall back on their chargeback rights if they don’t win the PayPal dispute.

If you lose case, make a repayment plan with PayPal to pay the negative balance back.

[Edb66]

Yes I submitted proof that she was confused on what she was going to receive, but I had it listed what I was sending her. She stated she has messages that said other, but she doesn't know how to send it in. So now I guess it's a waiting game. 

How do I set up a re-payment plan? Do I need to do this before PP makes it's decision? 

Thank you so much 🙂