I have been giving Pharmaqo EU a hard time, but for some reason, I believe him on this issue, though my opinion doesn't matter much. The top priority should be getting to the bottom of this and ensuring no one gets scammed, whether it's the source or the customer.
Having run my own online businesses, I'm quite familiar with online payments and chargebacks. These happen more often than people realize. Once you initiate a chargeback through your bank, there's nothing the vendor can do. Entire dark web businesses thrive on chargebacks and scamming vendors. You can initiate a chargeback through either the payment processor or the bank. Both are very hard to contest, especially with "high risk" merchandise. If someone files a chargeback with the bank, the vendor has no recourse, and it can lead to the processor closing your account.
If the customer initiated a chargeback through the bank, the money is no longer in EUPHQ's possession since it’s either locked up or already refunded. Whether the customer has gotten the money back or not (if chargeback has been filed), the vendor doesn’t have the money either. The customer now needs to resolve the issue with the bank.
EUPHQ should present evidence that THIS customer initiated a chargeback for his payment. Whether it's an email or a screenshot from the payment processor's dashboard, the burden is on EUPHQ to prove the chargeback. Contact customer support to get a document or show email snippets; they usually notify you about chargebacks.
To the accuser: You've provided screenshots, but there's not much more you can do to prove you haven't initiated a chargeback unless you're willing to screenshare with a mod and go through your bank statements online. Payment proof shows that you've ordered and paid, but it doesn't prove you haven't initiated a chargeback. The responsibility now lies with EUPHQ to present their evidence.