We had a customer open a case against us. In our defense we clearly mentioned what service we would deliver (logo design). We clearly mention to all our customers the process, the approvals needed (during sketch phase and design phase), and we also mention what deliverables we offer. Everything is super clear. We provided the same quality and same format that our over 600+ customers receive. We have 5/5 star rating on Facebook and Google with tens of reviews. A client who provided all the "approvals" for us to move forward, asked us to share the final files when they were happy with the logo. Received the files as we promised, then opened up a dispute against us! All our communication with the client was through Facebook, so I copied the whole discussion and marked all the areas where customer accepted and wanted us to move to the next stage, also the part they asked for us to prepare the final files. I also gave PayPal a link to the final files we offered the customer. Yet PayPal accepted that the Buyer win the dispute and gets the total money refunded. This person showed 0 shred of evidence! What PayPal just did is super dangerous, anyone can make us work, accept all the steps, get the final files, and then just open a dispute and get their money back along with the files. I am 100% confident the person responsible did not even read through my "defense", as it is OBVIOUS the customer is here to abuse us, make us work all the way to the end, get the logo, and then request money back. This is criminal and PayPal is helping them. We have thousands of dollars coming to us through PayPal for the same type and level of service. How can PayPal make this decision? And then their website says we have 10 days to show evidence, but the steps they say we can do, do not even exist. I contacted them on Twitter and they respond like a generic robot, saying many things but also nothing at the same time. How can you lose a case where: 1. You offered what you are offering hundreds of other happy customers 2. Have a full log of communication with the customer from the first hello to the last thank you 3. Buyer offers 0 evidence 4. You show everything Can someone please help?
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