How do I decline return?

[sunraedreams]

I sold a piece  of new medical equipment.  Buyer wants to return. I do not except returns on any medical equipment and the auction says I dont. Buyer left negative feedback saying item was fake chinese **bleep**, which it was not, its made in the usa. Distributed by US company. How do i decline his return so that i can get paid? Ive searched everywhere. Ive responded to his messages with proof of US origion.  

[missjen831]

You can't decline his return, it sounds as if he's filed a request for a counterfeit item and if thats correct, then the money back guarantee over-rules your "no returns" policy.

[sam9876]

except?

[lex-talon]

If you decline the buyer's return request, they can have ebay step in and help. The result will not be in your favor.  

[greg_kurtz]

Unfortunately it's just another example of a dlpshlt buyer who either doesn't know better or just trying to get something for nothing and ebay lets them get away with it .

[7606dennis]

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@sam9876wrote:

except?

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I believe the OP meant accept, Sam.

[7606dennis]

As others have mentioned, it appears that the buyer has opened a SNAD by requesting a return with the reason that the item is not as described, namely, it is counterfeit.  While we cannot, based upon what we know from this thread, determine if his allegation has any merit, you will be required to furnish a return shipping label and refund upon the items return.  Of course, you can fight the dispute, but I'm not sure what evidence you could use to convince eBay that you should prevail.

[orangehound]

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@sunraedreamswrote:

Buyer wants to return. I do not except returns on any medical equipment and the auction says I dont. 

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The responses you received above are correct.  Let me add to what they have written, because you need to handle this situation correctly.  This, of course, is assuming that the buyer has opened a return request through eBay claiming that there is a problem with the product (Item not as described).

1. eBay's Money Back Guarantee (MBG) program overrides your "no return" policy.  If a buyer claims there is a problem with the item you sold them, then your "no return" policy is voided.
2. You must respond to the customer's return request through the eBay system.  This means that you either refund and tell the buyer to keep the item, or send them a return label (you pay for it) and then refund once the item is received back (sometimes, a buyer never returns it).
3. If you do not do #2 above, then bad things happen to you:  (a) eBay will tell the buyer to keep the item, (b) eBay will extract money from your PayPal account to refund the buyer's purchase price plus shipping, (c) you will not be eligible to get your eBay or PayPal fees refunded, and (d) you will be punished with a "selling defect" by eBay.
4. If you try to contest the return through eBay, then there is a high probability that all the bad things in #3 will happen to you.  If it is "your word against the buyer's word", then eBay will side with the buyer every time, so you have to have overwhelming evidence to support your claim ... oh, and photographs do not count.

Now, I know you want to fight this with either the customer or eBay ... please, quell that urge and save yourself some trouble.  Take the return back, and find a better customer.  Also, make sure you report the customer to eBay and block them from future purchases from you.

[sunraedreams]

Auto correct, gets me everytime! 

[sunraedreams]

I have supplied more than enough proof. Screen shots of the US based business, its prepackaged with an insurance companies logo, and that seems to be his issue. If ebay cant tell that the item is genuine from that they are as dumb as he is.  

[sunraedreams]

Attentus is an insurance company

[missjen831]

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@sunraedreamswrote:

I have supplied more than enough proof. Screen shots of the US based business, its prepackaged with an insurance companies logo, and that seems to be his issue. If ebay cant tell that the item is genuine from that they are as dumb as he is.  

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You can't prove that that item is what the buyer received though

[sunraedreams]

Is the only 1 i had, i took the pics, i put it in the envelope, i printed the postage, i sealed the envelope, i put it in the mailbox at the post office. There is no way it couldnt be the one i posted, mailed etc.

[sam9876]

Maybe one of the USPS employees opened the package, took out your item, and put something else in.

[missjen831]

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@sunraedreamswrote:

Is the only 1 i had, i took the pics, i put it in the envelope, i printed the postage, i sealed the envelope, i put it in the mailbox at the post office. There is no way it couldnt be the one i posted, mailed etc.

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No one is saying its not the same one you sent. What I am trying to tell you is that you cannot prove what the buyer received.