We are seller. What we should do when customer asks for refund out of all reason?

Paul-Z-F
Contributor
Contributor

We have one customer who made an order in April. Now she asks for refund.

 

The reasons are as below

 

1. I haven't received any updates and I feel like this might be a scam. Responses seem a little off and I'd prefer a refund now while there's still buyer protection

2. I also found that the images were taken from another website and that makes me feel all the more suspicious about the order

 

Our reply is as blow

We check our previous emails today. We sent you the estimated arrival time on 15/04/22, which is the middle of July. After arrival, we will contact you to arrange local delivery. We attach the screenshot of the email for your reference. For the images taken from another website, we only use images from our suppliers or taken by ourselves. We never steal from others. But we may have same suppliers. Here we attach some large original pictures to prove it. We try to send you more original pictures of this product if you need. We can't upload more because of size limit. We understand your concern. Your money is safe. Your order is in processing. If you have any other question, please contact us directly.

 

She insist on getting full refund. What we should do to protect us

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2 REPLIES 2

PayPal_MariaI
Moderator
Moderator

Hello, @Paul-Z-F!

 

Thank you for your post and welcome to the Community!

 

I understand your client is asking you for a full refund. If you have shipped the product and it is exactly what your client paid for, the decision to issue the refund depends on your refund policy. PayPal Buyer Protection doesn't cover the buyer if they change their mind about their purchase. However, if they don't receive the item or if they receive an item significantly not as described, they can open a dispute and will be covered by PayPal Buyer Protection. Please click on the following link to find more information about PayPal Seller Protection

 

I hope this information helps. 

Regards, 

María.

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Paul-Z-F
Contributor
Contributor

Hi Maria,

 

Thanks for help.

 

I don't know the real reason behind her request. I confirmed with the customer in the middle of April the estimated arrival time is the middle July. She accepted. But now she asked full refund because of item not received. She said we defrauded. We show images of the uncompleted product that she ordered. PayPal asked me to  provide tracking code now, otherwise would give her full refund. According to our agreement/contract, we should ship the product from the manufacturer in the middle of June. So we can deliver it to the customer around the middle of July. We talked to our lawyer. He indicated we did nothing wrong so far. So we will go to court if we can't get cancellation fee. Do you have any suggestion?

 

Thanks,

 

Paul

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