How do I handle a return scenario during a claim?

For cases where a buyer claims an item is significantly not as described, you can ask them to return the item before a full refund is issued.

You’ll need to provide a valid return shipping address, which PayPal will share with the buyer. PayPal will then reach out to the buyer with your offer, and if they accept, they must ship the item back and provide valid tracking information. Once delivery of the return is confirmed, PayPal will process the refund to the buyer.

To make the process easier, consider providing a prepaid return shipping label to your buyer. This helps ensure the item is sent to the correct address and reduces delays or errors.

Here’s how to request the return of an item:

1. Go to the Resolution Center.
2. Open the relevant case.
3. Select Respond.
4. Choose Request item return.
5. Enter the return shipping address.
6. Upload the return shipping label.
7. Submit your offer.