I will try to make this long story short. Customer purchased a bag from my online e-boutique. I run and own a small e-shop and I am the person who checks the goods RIGHT before they go into the box to be shipped---I am pretty crazy about QC and really check everything over 3 times--Just launched, I want to make my business a success and want to provide great stuff and great service.
Customer gets bag and claims it was "damaged, old and used". The customer sends photos of a used and damaged, dirt bag and I realize it is NOT the same bag I sent as the bag the customer received from me (and the ONLY BAG my shop carries) has a black interior and the one the photos showed that customer sent had a white interior. Customer has now charged back the purchase, just over $500. I am in the process of responding to the claims and am having the case reviewed by Global Pay. ANyways, a package shows up at my door the other day and I see that it was from the customer, I 'refuse' it and send it back as my policy states that NO RETURNS on HANDBAGS & if you DO want to return you must contact me for an Return Auth. number and ALL returns without an RA number will be refused & returned to sender---that's what I did. Customer calls me and leaves a nasty VM and also follows up with several very nasty emails (claiming they will make me 'pay for your mistakes'). Currently customer has the bag (both bags--the new one I sent and her old one) as well as my $500.00.
Has any one had this happen to them? What was the outcome, what should I do to better my chances of winning? Also, if I DO get my money back, can she sue, what can she do? Thank You all!!! Just wanted to mention I do not use Paypal, it's all done via a merchant services account and I take Visa, MC, etc....no paypal.