I recently had a buyer return a bag she purchased from me. I had a 3 day return policy and it specifically stated that if the tags and/or coating were removed, the policy was null and void. She returned the bag and I could see she removed the coating and sloppily tried to stick them back on. Obviously, it looked lousy. She filed a claim with paypal and I sent them the neccesary information. The problem I am having is she put in her claim she disputed the authenticity of the bag. Even though I sent her my invoice that I bought 100% authentic bags. She completely lied to paypal as to the reason she returned the bag.
My question is this. Just on principle, I do not want to refund her her money and I'd just mail the bag back to her.
I'm sure some of you have run into this sort of thing before, what have you done? What has paypal done? Does your business suffer either way?