Dispute for Custom-made clothes

[irini77]

Hello!I make made-to-measure clothes. The buyer provides me with the wrong measurements. The clothes, of course, did not fit her.  . Although she admitted her mistake she demanded a full refund and wanted to send the clothes back. I told her that they are custom made and i can't accept so she opened a case against me. Are custom-made clothes illegible for a refund? Cause i read on Paypal’s policy they are not.

Can someone please let me know!Thank you!

[kernowlass]

@irini77 

Make sure in the dispute stage you clearly state clothes are custom made + i would contact c.s. as well to confirm that.

Contact options for each countries Paypal customer services are accessed by clicking help/contact bottom left of Paypal pages.

1. Paypal phones when available (you can use the guest option if you can't log in).
2. Live chat is also randomly available.
3. You can send them a message, during business hours you may also be able to message whilst logged out.
Or
4. Have you considered contacting Customer Service via Facebook or Twitter?
You can send them a personal message from their Facebook or Twitter pages.
It's: https://www.facebook.com/PayPal and @AskPayPal for Twitter.

[irini77]

Thank you very much!I have sent PayPal a msg and I've also have mentioned it in the dispute!

[irini77]

Actually, in this dispute, Paypal decided i have to accept a return from the buyer and refund after i receive the items.

The items as I said were custom made so why did PayPal decide against me? Is there anything i can do since the case is still open?

[kernowlass]

@irini77 

Phone them to sort it out?

Were the items being sold on a website that clearly stated the items were custom made OR did you just give that information via email etc to the buyer?

If the latter that may be why they found against you. 

[irini77]

We talked with the buyer via email on Etsy.

Then I made her an invoice and she bought the items via Paypal.

Do you think that's why?

This has happened to me exactly the same some years ago but then i had won the case just by mentioning in the dispute that they were custom made!

[kernowlass]

@irini77 

I would ring customer services, so much of paypals claim process is automated that mistakes or unfair decisions can often be made.