Hello, I am running a web design studio for years already, everything was great, happy customers and everything. Now what happened 2 days ago is just insane. Here is a story. The customer made an order, we started to chat in a live chat (skype) about his order, he said what he needs and that his budget is a 1000 euro. Now since the price is high i've offered him to pay in two pieces , a 500 before we start so i could start ofc, everyone know what unique design is , its hours of work drawing and bringing up ideas etc etc, and another 500 when the graphical part is fully done, before we do the coding. During the work, customer said he needs to cut his budget from 1000 to 750. Alright , I said, no problem. I continued working. So the work took about a month, the customer was always getting screenshots of the website is getting made for him, everything was fine he was really happy with it. At end of all he got to see final result, he agreed that he loves it and its ready to code. Alright , so i sent him the second invoice, he said he will confirm it with couple hours , but he didnt. I thought , maybe he is busy or something so i did the coding and completed the website . Few days after invoice laying there without confirmation, i'm reminding him that the site is ready , all we wait for is your confirmation. He said yeah yeah i will do it now. Nothing happened again. Now 2 days ago, he messages me and says that he decided to open his project in 3-4 months and because of that he won't need the website for that period. I've replied that, Alright we can figure something out. I've offered him 3 ways of paying for second invoice, freeze the order untill he is ready to pay, or he keeps graphical side only ( the 1st part payment that been paid is all about graphic ), or work the second part of the money in refferal system by covering his owe amount by 15% from each brought customer. He replied that , it is not the problem , the problem is that he needs to buy some other products now and because of that he's not only not paying the second invoice , he also want all the money back, he said that in 4 months he will get back and pay whole price in one payment but untill than he needs the money back. I've explained him that when he first contacted me , he already knew and been reminded that once you make an order and do the payment I am starting to work and there is no way back, no way of refunding etc and he agreed back than. I've started to explain him that a month of work been spent by his special requests and he accepted the final results and so on. He kept saying that he has some financial difficulcies and he needs the money, that he is sorry that i spent a month working for him but he still wants the money back , and he kept saying that later he will buy the website out. Now the conversation continued for 2 hours or even more , he didnt really want to understand that if he doesnt need the website right now it doesnt mean that i have to work for free. After a while , actually a hour after this conversation ended i've received a message from paypal that he is trying to refund the money. Now i've sent short story to the very same dispue with screenshots of his site done and even a screenshot of our conversation etc etc. But my account money is on hold now, basically having a minus. Now it's been 2 days already and its still not moving anywhere, i am very worried and don't know what to do. I wounder what other people think about this situation. And i would like to know if the Invoice name and Invoice Terms do help to a seller with protection? For example my invoices to this customer we're saying that it is a virtual product , in description it says that it is web design services , part 1 of 2 etc etc , and the terms say everything about no possible refunds in any case or any time.
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