The buyer is saying the item does not have all of its parts.
In the Shop Policies it says to contact them if there is an issue upon receiving the package and the only way a refund can be given is if the shop owner made a mistake with the order. But we are worried the only reason the buyer is trying to make a refund is because they kept saying they can find these items cheaper somewhere else.
Does my friend have the right to say "no" to a customer if they want a refund? We know every piece was put into the package.
Also when would my friend be allowed to change the "Refund Policies" to be more specific. We don't want to change it now while there is an open dispute but we have other listings that are "open" right now and we want to be more specific in the policies should something like this happen again.
Thank you for the help.