To be honest, your models description is vague enough to kinda warrant customer's dissatisfaction with the purchase. If downloaded model is significantly different from what is shown in preview images, that is enough reason to ask for refund. I also find it strange that you have been selling models on cgtrader for at least four years and still don't know that payments from sales does not go directly to your paypal account, but instead are collected by cgtrader and then distributed monthly, or biweekly depending on your preference. If the customer won't get refunded, you should get the money from cgtrader in the next month... that is if it's indeed YOUR model and not some stolen/ripped model from the internet, like tobiasrieper is claiming. If that's the case, then you can forget the money and say goodbye to your account. My advice to you - why to not upload clear wireframe images of the models, so everyone could see who is right and who is wrong? Wireframes are also tremendously helpful for boosting customers' confidence in models quality and are a driver to better sales.
