Customer has changed their mind - do I have to refund? UK

[JoLo221]

Customer has filed a dispute as 'item not received' even though they acknowledge they received their item. The item was a software download which should have downloaded instantly, but didn't. The customer made contact and the issue was acknowledge within 2 hours and the customer confirmed they still required the product. It was sent and received within 15 minutes, but 4 hours later having received the product they decided they now no longer wanted it and claimed for a refund. As the seller, am I obliged to send a refund?

I am in the United Kingdom.

[kernowlass · Accepted solution]

@JoLo221 

You have no seller protection for virtual or digital items BUT that does not mean the buyer would neccessarily win a dispute for non receipt of item.

Tell them to go through the dispute process and then before they can escalate to a claim give as much evidence as you possibly can so that paypal can see the item was received by the buyer.

Good luck. 

[JoLo221]

Thanks for your help.