HELP, buyer asking for refund

[MARS_Studio]

Hi,

A buyer is asking for a refund for digital artworks. The buyer ordered 4 artworks, but then cancelling the order in the middle of process.

It is clearly stated in our Seller's Terms And Condition that we do not offer refunds unless we refuse to work on the order or unable to be contacted for at least 21 days. Which we don't, we don't break the agreement. We're still willing to work and able to be contacted.

We have finished and delivered 1 artwork. The remaining 3 are not done yet.

Is there a possibility to win the dispute?

[PayPal_JonK · Accepted solution]

Hello @MARS_Studio, 

Welcome! Thank you for joining the PayPal Community Forum. I'm sorry to hear a recent sale hasn't gone quite as you had expected. It's hard to say if there's a possibility to win a dispute. Normally, you can view what kind of documentation is being requested and what still needs to be provided in your case details in the Resolution Center. You may also want to review our Seller Protection Policy to see what kind of transactions are protected and under which circumstances. Sometimes in cases like these, your best bet is to negotiate a partial refund with your buyer. However, you're always welcome to reach out to our Customer Support teams for further guidance. 

Best wishes!

 - Jon K