This customer ordered a custom-made "Jutte", a Japanese ancient weapon.

The received product was slightly damaged so we offered to repair the product, all cost to our charge, of course.

The customer refused the repair and requested a full refund plus return to Japan at our cost.
Our website clearly mentions that custom made orders are non-exchangeable/refundable/cancellable, so we refused.

We paid for sending back the item to us, but shortly after, the customer put a charge back on another old order that was dully delivered months before.

The customer online history on Antiquities forums showed that he was a real pain to deal with, thinking that he had every right to cancel any kind of payment as he wishes.

Despite more than 20 emails discussing with him, his bank finally concluded in his favor (and this despite the fact he admitted in an email that was forward with the counter claim that he "mistakenly" placed a charge back on an old order that he received and was pleased with).

This resulted in a 150 USD loss for our company.