Can an online customer file a dispute or take legal action for something shipped but not ordered?
Question Details: We sell reborn dolls on Etsy. A custom order was placed for a doll to have light brown hair and dark blue eyes. We shipped the doll to the customer completed. The customer messaged us after receiving it all mad saying she ordered dark brown/wavy hair and wanted it fixed. We told her she did not order that and that we could change it for a fee because it is very time consuming. She was very mad and said she wanted a refund. We don't accept refunds on custom orders so we offered to do the work for free as a courtesy. She shipped the doll back and in the meantime gave us a 1 star review on our shop before we could even make changes, making it sound like it was all our fault. There was a letter sent with the doll demanding that she get the doll back by the 9th of this month to take it to a doll show - impossible. We were trying to bend over backwards for this customer but have now decided to just send the doll back to her untouched without the changes since she again got very rude and disrespectful about not being able to get it before the 9th. Can she sue us? We feel that we did nothing wrong. We technically honored her order and shipped her what she ordered.