we use paypal to process all our online payments. most of our goods are custom made to spec (sizes provided by customers). in the majority of refund request situations, when the goods are returned we find that the goods have been made exactly to spec, and it is the customers' mesurements that have been wrong. What is PayPal's position on this in the event of a dispute? We are a UK business, and comply with UK distance selling regulations where the customer can change their mind for any reason and ask for a refund within 7 days, but under UK law items made "to spec" (custom made to the customers specification) are excluded from this "change your mind" feature. Example of one of our order pages http://www.frames.uk.com/responders/mountquote.html (a custom picture mat ordering page). The crux of the matter is that I'm clamping down on handing out refunds on custom made items when the customer has made the mistake,and not us, but this will probably have to go through a PayPal dispute/Claim process if the customer does not accept their error. So the 64,000 dollar question is..... How are we to provide paypal with evidence that the item has actually been made to spec? This is somewhat more difficult than proving delivery, for example.
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