Someone is threatening to do a chargeback

[jsnh1964]

Hi,

I make wood burned items and I recently was contacted by a Facebook friend to make a custom piece. I wood burned exactly what they wanted, I sent many pics of the finished item to the person before accepting payment and she was very happy, sent payment and I sent the item to her. A week after she recieved the item she contacted me through facebook at midnight telling me how she doesnt like the work I did, my work was horrible and she was embarrassed by it and she was just plain rude, insulting and mean. I told her I am sorry she didnt like the work and she was well aware of it before she bought it. I only charged her $30 which included shipping the item, I normally charge twice that and always require 1/2 upfront which I didnt do with her. I also have a no return policy on custom pieces because they usually can not be resold. I didn not want to argue with her on fb so I blocked her. Today I get a message from her in my business email threatening to do a charge back through her bank and paypal and she sent the item back with signature required and if I do not send her back all the $30 she is going to do the chargeback. How do I stop her from doing that? I am going to refuse the item and not sign for it but that will most likely anger her more and she will try the chargeback which I think is very unfair to me! Is there a way to block her off Paypal?

[DPCreations]

You really should review PayPal policies for buyer and seller protection.  You should also review your own business policies for customer relations.

It's only your own fault you don't charge enough.

As for PayPal seller protection, THERE IS NO SELLER PROTECTION FOR CUSTOM ITEMS.  This means you will automatically lose any not as described claim by buyer.  If buyer files a dispute with credit card you will lose and you will also get a $20 chargeback fee.

You need to consider all aspects of the dispute and review your cost to the various options.  Your customer relations responses were not helping your business and made the buyer very angry. 

You will eventually lose the money on this one, so why not just refund and take it as a learning experience cost?  Your costs will be higher if try to fight and defend yourself.

[Whac-A-Mole · Accepted solution]

There is no Paypal buyer protection for customs order.

but if she does a chargeback with her cc issuer,she may not have to return the item,get her money and you will be slapped with a $20 fee.

-you can ask her to return the item and then you refund her lest your shipping if it is outside Paypal.

-if she files dispute with paypal and win,she will pay return shipping

-if she files with her cc issuer,she keeps item.money and you pay $20

I will ask her to return the item without going to Paypal or CC route