I have a customer who ordered merchandise from our website. We shipped it to her via UPS. She called back about 30 days after receiving the product and said that she wanted to return it. Despite it being past our 30 days for allowed returns, I said it would be no problem provided we could restock the product.
When I received the return the product was in very bad condition. She had just tossed the items into a box and did not bother using any packing materials so the light bulbs that were sent were totally shattered. She also did not return any of the original product boxes. Not only that, it was clear that she had used the product for the 30-35 days that she had it in her possession and everything was in pretty bad shape, including cigarette holes in some of the stuff.
None of it was restockable so I shipped it back to her. I had called her to explain that the stuff she returned was not refundable in the condition that it was returned. She refused delivery of the package and it was returned to us.
I sent her letter outlining our terms and conditions that she agreed to upon placing here order which clearly states that returns have to be made within 30 days. Furthermore it states that that customers should insure return shipments as breakages that occur during return shipping are the responsibility of the customer. It also states that returned products cannot be returned in a used condition. I requested that she contact us to arrange for the product to be returned to her.
Instead, she did a chargeback on the entire transaction (approx $250) including shipping fees that she would not have received had the returned product not been used.
Do I have any recourse against her?