Wasn't coming down hard at all, just don't think it's an option as refunds to buyers are not a feature of Bitpay.

You may have been lucky to have had a welcome experience with them, but it's not a feature on their site so it's not guaranteed.

Bitpay is set-up to entice the seller away from Paypal where it offers guaranteed payment and no chargebacks, not the buyer, where it offer nothing, but anonymity in the transaction if the buyer wishes. There's no assured payment protection.