I have an online social media management service. Along with social media management, I broadcast artists music online on my radio station and schedule live interviews and live shows.
In order to schedule the interviews, I have to book a space and equipment, so I charge a fee for live interviews. When an artist books an interview, I immediately send payment over to all necessary parties for the interview (engineer, photographer, camera equipment, etc)
An artist's "manager" scheduled an interview with my station and within 24 hours had rescheduled the interview date two or three times (I found out later that she and the artist had a dispute between each other). She then requested a refund from paypal stating that the payment was never authorized when actually, the artist had failed to pay her for something unrelated to my services. When the artist failed to pay, she informed him of my station and the interview, he sent her funds (she up-sold him to collect her fee, which I understand) that she then sent the interview payment to me. She and the artist continued the dispute and she felt offended that he would not pay her more money. Instead of taking the matter up with the artist, the "manager" started to demand a refund from me. I explained that all sales were final as stated at the bottom of her invoice but that she and the artist were more than welcome to use the payment as a placeholder for when they would be more available (again, I am unaware, at this point, that she and the artist are in a dispute). She offered me a portion of the payment in return if I refund her. I repeated that that was not an option as the interview has been scheduled and all affairs are in order for their arrival.
The "manager" opened a case claiming that she never authorized the payment. I have the emails explaining that she understood the stipulations of payment and even screenshots from the manager herself where she admits to falsely filing a claim. The artist reached out to me today and shortly thereafter, the manager reached back out and sent screenshots of their conversation. In the conversation, the artist says, "cali Radio station said you cancelled my show so I need my money back." To which the manager responds, "You damn right you refused to pay me my money".
Again, their dispute has nothing to do with me or my service, but I have no idea how to get this information to Paypal. I was not given an option to submit my side of the story and supporting documentation. I spoke with Paypal and they said it would be easy to resolve, but there isn't any other option than something like "provide shipping information, "I have sent the refund" or "I intend to send the refund". But it doesn't have an option for me to rebuttal.
Any tips!???
