I sold an item to a buyer, and documented my shipment carefully as I was packing it up as I usually do to prevent fraudulent claims. 2 days after getting the item, a pair of boots, the buyer asked me for a refund due to supposed damage to the boots. After confirming with my own photos that this did not happen on my end and must have been caused by him, I denied him a return. He created then escalated a PayPal dispute, and despite my far superior evidence, PayPal sided with him and allowed him to create a return.
He returned the item, and I videoed myself opening the return box. It shows the boots were clearly worn and scratched up almost to the point of tearing in some places. I uploaded screenshots, the video itself, and an explanation to PayPal, as the product was clearly damaged by the buyer in ways outside of what he described in his original message, and further proves the fraudulence of the underlying claim. But now there's an automated message asking me to either "Notify PayPal," which only has the option to say that you received the item and which indicates that it will send the refund, or a "Send Refund" button. I don't know what to do here, as I need the evidence to be reviewed so the refund isn't automatically sent, but all these options suggest the refund will be sent anyway. And there is no longer a "Provide Additional Information" option.
