Good Morning, I have an issue with a customer who has opened case, “The buyer has filed a chargeback with their card issuer for the following reason: The buyer filed a case on this transaction for the following reason: The buyer stated that the item was defective or not as described. Please be aware that due to consumer protection laws, PayPal cannot guarantee the return of your goods if the case is found in favour of the buyer. Until this case is closed, we have put a temporary hold on the transaction amount.” We supply custom made inflatable tents. The buyer for this one had a request for a very large one which we made and went over the top to make really good, he is an Instagram influencer type so we wanted it right and gave him a very good price. Item was delivered and he was abroad but his girlfriend/gardener installed it. There was some issues with the install, but we worked around it all and got it sorted. They had a power cut and they didn’t know how to set the pump to correct settings. At some point, the tent was over inflated which resulted in a small hole. Within a few days, I traveled 5 hours to go and fix the issue and ensure all was ok and all was ok. We reglued a tie point too. Got videos and pictures of the tent in its full standing state. The next day, there was a storm with 45mph+ winds, and I received a screenshot of their cctv showing the tent had been blown down and away. This was because it was not tied down, which we had noted the day before and said, it needs to be tied correctly, as per instructions. The buyer had used just 1 rope and tied it to a fence, not to the ground at 45 degree angle. There are 16 tie points and only 1 was used which is useless on its own against high wind. Instructions also state that we recommend deflating if wind above 25mph.. Anyway, the buyer had made no effort to resolve but seemed to want me to go back and sort it with an occasional WhatsApp messages, where I would reply, stating that he just needs to tie it down to the ground correctly and all will be fine. To which I’d get no reply but then a week or so later, get the same style of message. Where I would repeat, along with a picture of the manual, showing how to tie it down. A few days since my last reply, I have now received an email from PayPal stating that he has opened a case for refund. This is hurtful as it is a significant amount and I have done everything I can to ensure it was all ok for him, late night phone calls instructing how to set it up, text messages and going there which took an entire day. I do not believe he should get a refund as I know the item is/was fine and due to his failure to tie it down as instructed, he has now potentially caused damage. This was custom made for him, the dimensions are not normal and would be hard to resell this now. He paid via PayPal direct to our PayPal address. However on our website, we state that we do not refund custom or used items. Where do I stand? I have not replied to the case but can tell I am going to have serious anxiety over this now. Thanks
