buyer amended standard order to custom-made item and now item not as described claim

[LexLu]

Hi a buyer placed an order on 9/2/23, two days later as a result of talking with buyer, the order was revised to a custom made item.  I confirmed the order to buyer as custom-made, she paid extra £20 by card on phone.  I also issued her with a delivery note/description for custom-made item.  Buyer received item on 20/2/23 and used product, for intended use: ie dog harness for walking dog.  On 3/3/23 she sent me pics showing damage to a part - accidental damage, I assume.  We offered, foc repair, irrespective of cause, without any admission of liability as where dogs are concerned, cause for damage is usually due to dog chewing/bending/playing with item and damaging.  Buyer didn't want repair as she had changed her mind and made Paypal claim for 'item not as described', claiming the item was faulty upon receipt.

I have supplied PayPal with copy of 'revised order confirmation to customer/revised delivery note.  Correspondence via emails constantly refers to 'custom-made' item.  Customer has not disputed the item was 'custom-made'.

My query is, original payment receipt states 'buyer protection' and to me 'seller protection'.  Even though PayPal has irrefutable evidence that the order was indeed amended to a custom made order, where do I stand please ??

[sharpiemarker · Accepted solution]

@LexLu 

If PayPal accepts that the item was custom-made, sees that the claim involves warranting the product, and sees buyer is having buyers remorse, you’ll win. Otherwise, PayPal doesn’t cover Sellers on Significantly not as described (SNADs):

• Items where the buyer claims (either with us or their card issuer) that the item you sent isn’t what was ordered (referred to as a Significantly Not as Described claim)