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This customer received a watch, and claims that it broke.  This will happen from time to time.  These are mechanical watches, and are susceptable to shock.  I happily repair all damaged products, and replace the parts that are non-repairable.

In this case, the customer attempted to KEEP the watch while at the same time trying to force a refund through his bank.  Again, without return of the merchandise, the merchant is NOT obligated to refund the customer.  The customer is due a refund, or the product, but not BOTH.

Since the customer was being difficult, and refusing a free repair, I gave him my address and requested that he return the watch in exchange for a full refund.  The watch was never sent back to me, but he attempted to file a dispute with his bank, falsely claiming that he returned the watch to me.

I quickly sent all relevant documents to his bank, and they OVERTURNED his dispute, which no doubt angered him. To be fair, I offered him a refund if he returned his watch.  He REFUSED to return the watch.  What is a merchant to do in this situation?  Without the product sent back, I have no obligation to refund him.  In fact, without the product returned to me, I have no proof that it is even damaged or defective to begin with. 

I gave him every chance to return the watch for a full refund, but he decided to be difficult, and withhold the supposedly defective merchandise.  He filed a fraudulent dispute with his bank, which was quickly overturned after I provided them with shipment tracking, photos, and a copy of his signature. 

Since he tried to commit credit card fraud, I posted his information on several websites, to warn other merchants so that they would not fall victim to credit card fraud.  Afterall, if you buy a product, and then try to file a false dispute while at the same time refusing to return the product, you are in effect committing first party credit card fraud.  He could have avoided all of the trouble he went through by acting civilized and simply returning the product. 

Advice to all customers:  If you want a refund, you need to return the product.  This is basic business practice, and is universal.

This customer received a watch that he claimed was "broken".  Each watch is photographed from two angles (front and back) prior to shipment.  Despite the quality control photos showing a brand new watch in perfect condition (Yes, I photograph them ALL myself), I offered to repair the watch.

Customer is writing bogus reviews of my website online, because he tried to file a credit card dispute and LOST the dispute because he refused to return the watch. 

I offered the customer a repair, but he demanded his money back.  I agreed to refund the customer if he returned the watch to me.  He again REFUSED to return the merchandise.  Without a return of the merchandise, according to Visa and Mastercard policy, the customer is not due a refund.

Out of anger that I would not send him a full refund or a new watch (without him ever sending the "broken" watch back), he tried to file a false credit card dispute with his bank claiming that he never received the watch.  After receiving the credit card dispute from his bank, I swiftly faxed them the records showing that he did in fact receive the watch, and he did in fact sign for it, and he did in fact email me several times admitting to receiving it.

What kind of person files a credit card dispute for "non-receipt of merchandise" after emailing the merchant several times, admitting receipt of the product?  He also admits receiving it again, in his own complaint above.  So he tried to lie to his bank and get a full refund without returning anything to the merchant.  His bank OVERTURNED his dispute, which no doubt angered him further, and now he is out writing false reviews on the internet. 

Any customer who has a problem is welcomed to send their product back for repair.  I am sorry that I am located in China, and that you have to send the product back to China, but this is how it works with online orders.  You order something and have a problem, you send it back.  You don't try to keep it and lie to your bank to get a refund. 

Anyone who is concerned about ordering from my site is welcomed to send me the names of anyone who claims to have been scammed, and I will happily supply you with photos of that person's order, along with tracking which you can check for yourself online.  This customer is angery because he tried to abuse the chargeback system and lost. 

I am very well versed in Visa and Mastercard policy.  Nobody gets away with cheating.  Anyone can write a neative review online; even people who have never even made a purchase.  I challenge anyone to provide proof that I have ever cheated a single customer.