How does a dispute get resolved

[rw190269]

My buyer entered a dispute for non-delivery. Paypal have withheld the money that the buyer paid, pending resolution.

Postage was tracked and it has now been delivered.

BUT the buyer now claims item was not as described! I know it was correctly described and believe the buyer damaged the item after use.

After an exchange of message via the Paypal resolution centre, the buyer and I have reached stalemate. I cannot find a way to claim my funds back because Paypal seems to treat the item as "Paid" even though it is still withholding funds!

I have 3 related questions please:

1. Buyer and I cannot agree, so I get the FIRST dispute about non-delivery removed or resolved?

2. How can I enter my own dispute about the buyer for non-payment, given that Paypal shows it as paid even though the funds are being withheld?

3. If need be, I am happy for ebay/Paypal to adjudicate, but how do I trigger the process?

Thank you all in anticipation.

[john1297576]

The Money is only held, you have still been paid. Unfortunately even when the delivery case is sorted, by entering the tracking into the case (you should have done this when you marked as dispatched) the buyer can still then open or get it changed to a Not As Described Case, which you will lose.

[plpmr]

1 - there cannot be two open cases at the same time for one transaction.

2 - they paid so no unpaid case can be opened.

3 - have you entered the tracking in to the 'first' case proving delivery?