trying to respond to a dispute where buyer is no longer registered user

[southeastastra]

he suggested he didn't receive item so dp wants to refund but paypal won't let us as he is no longer a registered user.

on paypal resolution centre there is no option to let them know so we cannot proceed any suggestions?

the only options are:

How would you like to respond?

I can provide proof that the item was posted.
I have not posted the item and I will refund the payment.
I can provide proof that I refunded the payment for this transaction.

anyone? have emailed them and they sent standard form email saying we need to ring them! can't believe it's so hard to sort out

You cannot do anything because the case has been escalated to a claim by the buyer.

The decision is now down to PayPal. Only those with merchant accounts can refund once a claim has been escalated.

Your buyer still has a PayPal account, just because he does not have an eBay account means nothing.

YOu have to wait it out, PayPal will refund him from your account when they make their determination.

ah thanks, we tried to just do the send money link through paypal but they said this buyer is currently not accepting payments

YOu should never refund via send money, your buyer would have got two refunds, the send money one and the one PP will give them.

Sounds like their account is restricted with regards PP.

oh blimey, good job it failed then, didn't think of that.

so now just wait it out then

thank btw

Yeah it sort it self out, in future try to resolve issues rather than let them go to dispute, they count against your seller performance, more than 3 disputes you get restricted, sometimes even suspended from selling and only ever allowed to buy and not sell.

thing is they didn't even give us a chance to respondl, comments below:

08/11/2010 06:34 GMT - PayPal: Buyer escalated this dispute to a Claim.
08/11/2010 06:34 GMT - Buyer: You would please refund the money included shipping cost.
08/11/2010 06:17 GMT - Buyer: The product didn't arrive yet.

and they didn't email asking for refund or anything, first we knew of problem was the dispute or we would have resolved without going this far

now worrying it will count as strike even though out of our hands to do anything about

He escalated immediately so you could do nothing.

Shame!

Go to My eBay>Seller Dashboard and look down to the last two lines in the box, says about disputes, one will crop up there!

i know, it's so frustrating.

so do we just wait still? i don't think there is anything else we can do.

is there on seller dashboard too

any other advice? paypal keep asking us to respond but we can't as there isn't an option!

should we call paypal? or just leave it

Just leave it. That happens all time, PayPal give you ten days to respond, after that they make the final outcome decision.