Should I escalate a dispute as a seller?

[Braba1994]

So I sold a watch for this guy who opened a dispute claiming it was defective. He provided no proof of it, but I said he could return it anyway. Then the guy said he wanted a partial refund and he would keep the watch. I didn't agree, so I said either return it or keep it at the price you bought. Now the guy wants me to send him money to cover for shipping, which I won't. Should I escalate the case to PayPal or wait for him to do it? Does it matter who escalates?

[PayPal_Shradha]

Hello @Braba1994,

Welcome to our Community and thankyou for posting!

We understand that you are facing issue with a customer and the order you have sold. I suggest you to refer the help center article to know the scenarios eligible for protection. If you feel that you are not getting any resolution by communicating with buyer, you can escalate the dispute. Once you escalate the dispute, PayPal will investigate and provide the best possible solution. Kindly refer the article for details regarding escalating a dispute.

For further details, kindly reach out to our customer support team to know reason of decline and to get an understanding of the possible solution to the issue raised. Please reach out to the Support Team during business hours by clicking the Contact option at the bottom of PayPal page. If your unable to login into your PayPal account do reach us via phone and kindly select "Call us as Guest".

Hope this information is helpful for your!

Warm Regards,
Shradha