A customer has requested around 20 paid historic invoices stretching back over two years and is withholding payment on due invoices until these are received. These are invoices were sent at the time and have all since been archived in a storage facility.
The customer has refused to pay document retrieval fees and is also stating that since they do not have the invoices they have no proof the order even existed and are demanding a refund. I have signed delivery notes for all the invoices, albeit also in storage.
I understand it is within a customers rights to request invoices but should the document retrieval fees really fall to us if they have lost the invoices?