Hi,
A customer purchased an item on my website. They did not complete all of the fields when making the order and so when the shipping label was automatically generated by Royal Mail Click & Drop the street number was missing. The customer has admitted in an email that this was their error and must have been caused by their autofill. Of course the item didn't arrive. They demanded a refund and I stated the non-delivery was not our fault. They responded saying they knew it was not our fault but if we didn't refund they would open a case with Paypal which they have now done. I have the tracking number and proof they did not provide the correct address. I have tried to respond to their claim on Paypal and every time I complete all of the details and click submit I am logged out of Paypal and when I log back in my response has not been submitted.
How is it best to proceed here? Can I win this case? Is it worth bothering phoning Paypal as I can't submit my response? I don't see why I should have to refund and even the customer has agreed with me but said anyway I am going to force you to through Paypal. Is Paypal really that bad? It will just refund people no matter who was at fault?
Thanks
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