We have a customer who has requested a refund for staying at our vacation home next March because of Covid. They are insistent they should get their full refund back including the seller transaction fee of $212 even though they cancelled the reservation. My position is we will refund exactly what we were paid or they can reserve a another date with no penalty. They could have taken out travel insurance or Paypal protection if they thought they may not be able to come when they made the reservation.
I want to do the right thing but don't think the seller should be penalized with having to reimburse the seller fee when we did nothing wrong and the borders are open for travel where out vacation home is.
What the answer?
