Very briefly the story. A customer ordered through my website. Order was shipped via Click and Drop, 5th December. The tracking reference shows it was delivered on the 7th (Not signed for, but all our items have the tracking reference facility) She emails me on 17th, saying simply 'I didn't get my parcel, got red card, but sorting office said nothing is there, refund me please' I replied by sending her the electronic proof of post, with the reference number displayed, and a screenshot to the tracking page, showing it was delivered. I get no reply. The next day, she opens a Paypal dispute, escalating it immediately to a claim I respond by adding all the same proof I sent her, and the additional screenshot of her email to me. My hope is that Paypal would request a photo of the red card she claimed to have received. Anyway, so the ball is now in her court, she has not yet responded.
So my question is, what happens in a situation like this? I have buyer protection for this transaction, and I have provided tracking that says it was delivered. Where do I stand. I almost cannot bear the thought that she may win this, and have her £40 back, when I strongly suspect she is fraudulent ! It is due to be resolved by Paypal making a decision on Christmas eve, evening, so that will be almost too much to bear, the night before Christmas ! Any reassurance or advice would be greatly appreciated thanks
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