1 ACCEPTED SOLUTION
Accepted Solutions
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I would feel, as kopenhagen has mentioned, that it is the seller's intention and modus operandi that would inform my decision. If the seller seems to you to be selling counterfeit items regularly and knowingly, that is a factor to take into serious account.
- If you contacted the seller to express your view or present proof that the item is counterfeit, and the seller responded with something like, "Oh no - I'm so mortified. I sent this in good faith. I cannot apologise enough - it seems we've both been duped, and I want to make this right for you by issuing full refund" - then I would not give a negative. That deserves a positive.
- If you contacted the seller as above but the seller's response was unsatisfactory and I had to open a claim, with PayPal giving the refund (they'd take the funds for the refund from the seller, but that's not the point) - then I would give a negative.
- If you contacted the seller only by making a claim in eBay, and the seller refunded immediately through the claim, that's more iffy for me. I would probably give a neutral, saying something like, "Item was a counterfeit, but seller quick to resolve with refund." However, this is the least likely course of action I would ever take, because I believe very strongly in contacting the seller first without opening a case. By avoiding selecting "didn't recieve" or "return item" options, and just messaging the seller, I give the seller every chance to fix the issue.
- If you contacted the seller only by making a claim in eBay, and the seller still didn't co-operate, and you were obliged to go to the Resolution Centre (effectively asking eBay to step in), and you received the refund by eBay issuing it (they'd take it from the seller, but that's not the point) - then I would give a negative.
- If you contacted the seller through messages (not by selecting "I didn't receive the item" or "I want to return the item", but just a message), telling the seller of the problem, and there was no satisfactory response within 3 business days or so, and you opened a claim in PayPal itself (not eBay), and PayPal issued the refund (which they'd then take from the seller) - then I would give a negative.
Basically - if the seller acknowledged the problem (counterfeit item) and tried to fix the problem without my needing to open a claim, I'd give a positive.
If the seller issued a refund immediately after I opened a claim, I'd give a neutral. (Unless the seller messaged me with apologies or explanation or something of that sort, in which case I'd either give a positive or no feedback.)
If eBay or PayPal were the engine of my refund, given that the item was counterfeit, I'd give the seller a negative, as they've failed with the item, they've failed with communication, and they've failed with issuing a refund. (Refund was effectively forced upon them.)
My negative would be something like this (avoiding all mention of dispute or claim):
Counterfeit item. Forced refund received (seller did not resolve). Cannot recommend seller.
Depends on the circumstances.
If you think the seller was duped as well and only a victim, then no feedback would be appropriate.
However if you know the seller is aware and selling counterfeits, then neg feeback to warn others is probably the order of the day.
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I would feel, as kopenhagen has mentioned, that it is the seller's intention and modus operandi that would inform my decision. If the seller seems to you to be selling counterfeit items regularly and knowingly, that is a factor to take into serious account.
- If you contacted the seller to express your view or present proof that the item is counterfeit, and the seller responded with something like, "Oh no - I'm so mortified. I sent this in good faith. I cannot apologise enough - it seems we've both been duped, and I want to make this right for you by issuing full refund" - then I would not give a negative. That deserves a positive.
- If you contacted the seller as above but the seller's response was unsatisfactory and I had to open a claim, with PayPal giving the refund (they'd take the funds for the refund from the seller, but that's not the point) - then I would give a negative.
- If you contacted the seller only by making a claim in eBay, and the seller refunded immediately through the claim, that's more iffy for me. I would probably give a neutral, saying something like, "Item was a counterfeit, but seller quick to resolve with refund." However, this is the least likely course of action I would ever take, because I believe very strongly in contacting the seller first without opening a case. By avoiding selecting "didn't recieve" or "return item" options, and just messaging the seller, I give the seller every chance to fix the issue.
- If you contacted the seller only by making a claim in eBay, and the seller still didn't co-operate, and you were obliged to go to the Resolution Centre (effectively asking eBay to step in), and you received the refund by eBay issuing it (they'd take it from the seller, but that's not the point) - then I would give a negative.
- If you contacted the seller through messages (not by selecting "I didn't receive the item" or "I want to return the item", but just a message), telling the seller of the problem, and there was no satisfactory response within 3 business days or so, and you opened a claim in PayPal itself (not eBay), and PayPal issued the refund (which they'd then take from the seller) - then I would give a negative.
Basically - if the seller acknowledged the problem (counterfeit item) and tried to fix the problem without my needing to open a claim, I'd give a positive.
If the seller issued a refund immediately after I opened a claim, I'd give a neutral. (Unless the seller messaged me with apologies or explanation or something of that sort, in which case I'd either give a positive or no feedback.)
If eBay or PayPal were the engine of my refund, given that the item was counterfeit, I'd give the seller a negative, as they've failed with the item, they've failed with communication, and they've failed with issuing a refund. (Refund was effectively forced upon them.)
My negative would be something like this (avoiding all mention of dispute or claim):
Counterfeit item. Forced refund received (seller did not resolve). Cannot recommend seller.
