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Problem with buyer

ULFPublishers
Contributor

Problem with buyer

We are a retail company, and recently a customer bought one of our products. However, later he claimed that he had been refunded for the product he had purchased, so he bought another copy of the product. Later, however, he realized that he wasn’t refunded at all, and thus tried to request a refund for the second purchased product, not reading our Terms and Conditions and in fact going against it, as it clearly states that all orders are final and we can’t provide refunds once the funds are processed and order complete. Also, since our supplier is only able to ship the product the customer had purchased, we are only able to ship the product to our customer shortly after the first week of June. So the customer requested for a refund via PayPal (like I said, going against our Terms and Conditions), and we countered the dispute, using only facts and how our Terms and Conditions apply to this matter. This effort was useless, as (for some reason) PayPal went in favor of the buyer and, since we had withdrawn the money the customer had sent for his purchase of the product, the total product amount was taken from our account and now it’s in the red. But that’s only the beginning: the customer later filed another dispute, this time claiming that since he wasn’t receiving his product he wanted a refund. However, we had notified him shortly after, telling him that he will indeed get his product shortly after the first week of June. He understood and agreed, yet when we tried to ask him to cancel the dispute since this issue had been resolved, he never got back to us, and of course didn’t cancel the dispute. Like the first product purchase, the funds sent to our account as payment for the first initial payment he made was withdrawn from our PayPal account, and for some reason despite the fact that the claim hasn’t escalated or closed yet, the funds for that product were taken from our account and now we’re in the red ¥25,053. Worst yet, the customer refuses to behave.