PayPal let scammer win dispute

[madpotato1]

A buyer purchased $700 from me and I shipped 13 plushies to her in total in 2 packages. Later on buyer claimed that she received towels from me and paypal let her shipped 2 towels back to me and I was forced to refund her. I got those 2 towels back and they are a US brand towels and I am located in Hong Kong there is no way I can get those towels. Even I sent paypal all the prove that I shipped her plushies not towels, PayPal still rejected my appeal. I filed an IC3 report saying that I never ship her towels and those towels does not belongs to me. And what paypal saying under the appeal was I can’t use the same reason for what the buyer was saying. I did not send her towels what other reason should I use? And where is the seller protection in this case?

[kernowlass]

@madpotato1 

In the event of an item received but not as described dispute it is always one persons word against anothers.

Paypal never sees what you sent OR what the buyer states they received. 

They also do not see what you received back again OR what the buyer states that they sent, so they make a judgement call.

Paypal provides 'some' seller and 'some' buyer protection, it is not a 100% guarantee to cover you for every eventuality.

Unfortunately online selling always has some risks associated with it so you have to risk assess your transactions and expect that some will go wrong occasionally.