Buyer is complaining that her order took too long to arrive, but she refuses refund!

[dessiray]

Hi all,

One of my customer escalates a complaint to paypal about me, saying that my company took too long to send her order she made.

I inform her that the delivery will take much longer than usual due to covid-19. So, I offer her a refund. But strangely, she refused.

What should I do about this? As Paypal has informed me to resolve this before 3rd Jan to avoid chargeback.

Hope to get some advice.

Thanks !