fraudulent chargebacks

[cotswold-1]

Hi all

I would like to some advice please as i am really not happy with a customers charge back claim.  i rented the customer a hot tub which was delivered and set up on time for a weekend hire. 

it was cold outside about 2c  this is stated in the terms and conditions of hire that the temperature will drop when in the hot tub. 

anyway the customer was not happy about this. so we asked what they would like they said a 50% refund which we agreed and is in writing with them and us agreeing. 

but the customer decided to do a charge back though their bank i submitted evidence with square disputes along with the what's app chat log. 

i have just had an email now saying the bank has ruled in their favour ! even though we agreed a 50% return.  in our eyes the Bank has just  committed fraud as well. 

where do we stand with this ?  should we now take them to court? 

[tranguyen]

Really sorry to hear you had this experience @cotswold-1.

We are unable to see details of your dispute on the Seller Community. In this case, We'd recommend contacting our Support team directly as they will be able to provide more information. 

Here are also a few answers to help you better understand and navigate the dispute process, including what you can do if disputes were not resolved in your favour.