Buyer Claims items are not genuine/authentic but I know they are

[souraji]

Hi

I have been on eBay for sometime. I sell items I have over 20 years experience in selling and have solde over 3000 in them (not mostly on eBay). I operate on my own business policies (which are not stated on listings) but are more buyer friendly than eBay's.

For the first time, a customer complained that an item was not authentic. I clean and lubricate all the used  items I sell personally, so I know I've held it before shipping to him. Also, with my experiece, I easily "feel" out items that are not authentic. I've asked him to have a look for the signs, and respond, which he has not so far. I should also mention that the first thing I did when I got the message from him was to refund in full.

I am quite sure the item I dispatched was genuine and authentic. I also don't believe in haggling over the items with eBay, as at the end of the day, they don't care and will just refund anyway. I've listed that the buyer has to ship back at their own cost, but don't think he will do it amicably.

My questions are

1- What can we, as sellers, do when buyers take advantage of good selling practices?

2- Is there a way for us to report buyers, so that eBay can identify buyer patterns

3- Can I block a buyer, I know is shamming, from buying from me, and if enough sellers block this buyer will eBay be alerted and take action agains that buyer?

Usually around Christmas time is when I do most of my sales, but this transaction and the way it has affected me, makes me want to take at least a two month break from eBay. Is there any way I can let eBay know that I'm put off buy this buyer practice on which they will act?

As you probably see, I don't usually get into disputes and any replies are appreciated.

[maconii]

1- What can we, as sellers, do when buyers take advantage of good selling practices?

If they don't believe a product is genuine, then have them send it back to you to check. At least you get your item back and can resell it.

2- Is there a way for us to report buyers, so that eBay can identify buyer patterns

You can report a buyer, but I'm not sure that eBay will/can identify buyer patterns.

http://pages.ebay.com.au/help/sell/report_problem.html

3- Can I block a buyer, I know is shamming, from buying from me, and if enough sellers block this buyer will eBay be alerted and take action agains that buyer?

Yes, you can you block buyers from purchasing from you.

http://pages.ebay.com.au/services/buyandsell/biddermanagement.html

Ebay won't take action against a buyer though.. They probably only start taking action after a few more seller reputations get damaged.

[green-gifts-mkd]

Hi, just wondering why you refunded in full if you know the item to be authentic? You will not hear from the buyer again I dare say. I think it would have been reasonable to ask the buyer to take a couple of quick pics with their phone etc. of key parts, explaining to them why these key parts prove that the item is legitimate.

It is so easy in this day and age to send a couple of pics to you and saves times discussing what he says he received.

I know it is time-consuming, but I think you should list a photo of the actual item you're selling each time, with a couple of close-ups too. Take a pic or two of particluarly identifying marks or scratches so you don't run the risk of the 'ole swaparoo' if the item is ever returned to you for any reason (i.e. sending back similar, yet different, item).

[phorum_junkie*]

I am all for good customer service but if you write doormat on your forehead don't be surprised if people wipe their feet on you!

This is the reply I would have sent:

I am sorry you think the ?????? is not authentic, I can assure you it is but if you can provide me with proof of that it isn't from an independant, qualified source then I will of course refund you in full. If you are unable or unwilling to do this then please return the item and I will have the authenticity checked by an expert, should it prove you are correct I will refund in full including the cost of return postage. If it is proven to be genuine then I will either return it to you at your cost or I will refund you the item price only less all fees and epenses.

[thecatspjs]

OP you indicate you do not like to get to get into "haggling" and refunded in full a buyer you claim is a scammer.

Sorry, but if you cave so easily to such buyers and issue refunds even when you are convinced they are scamming, IMO you are not doing any other sellers any favours.

IMO if you are not willing to back the authenticity of your own product and stand your ground then you can't really expect eBay to do much at all in this type of situation.

[souraji]

Thank you everybody for the answers, which are very helpful. I very rarely find myself in this position and hence the immediate refund.

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@thecatspjs wrote:

you are not doing any other sellers any favours.

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I never looked at it like this, but what you say makes sense. I know there probably won't be a next time, but if there is, I am going to ask for pics and then see. Partly, it's being terrified of negative feedback, that got me to refund immediately, but now I realize that this means I am a doormat 🙂

Anyway, I am still waiting for a reply, I'll ask him to send it back and if there is nor reply in three weeks, I will report him to ebay and leave appropriate feedback.

[cq_tech]

As you've now refunded him and he still has the item, unless he's scrupulously honest he doesn't have a whole lot of incentive to post it back to you, and neither ebay nor Paypal will be of much help.

I suspect that you may ultimately have to consider reporting him to the Qld Police internet fraud squad, but you should email him first and give him 48 hours to return your item or else you'll be forced to lodge an official complaint regarding his obtaining of goods by deception.

I'm sure I don't need to tell you for future reference that under no circumstances should you ever refund or replace an item without receiving the original first, and in the condition it was originally sent.

[phorum_junkie*]

Why would you leave yourself out of pocket just to avoid getting a silly red dot on your computer screen?

[souraji · Accepted solution]

HI All

This story has a good ending. The buyer wrote back, saying he saw the blade being chromed and that's why he thought it was not authentic. However, after going through the checks that I had proposed, and after realizing that it was the oil that was causing the colour difference, he not only agreed that the item was genuine, but also paid me back the original amount.

"Why would you leave yourself out of pocket just to avoid getting a silly red dot on your computer screen?"

It's not just a silly red dot. When you get a neutral or negative feedback, I've got a neutral and this is why I know, you go down in the search results (best match) that ebay gives. There was a period, which when on a certain keyword, my listing was right in the top 5, but the moment I got a neutral (by someone who didn't even bother to contact me), I slid to less than 50th on the same search. So it does affect future sales.

Also, I am obsessed with maintaining a better than 99.9% positive.

Learning points:

1- communication is the key

2- don't be a doormat, ask for pics and reasons

3- don't refund until you get the item back (but pay for the return postage)

4- think of other sellers

5- eBay forum has eBayers willing to share knowledge

Thank you everybody.

[i-once-was-bump]

souraji I am so glad this has worked out well for you, good luck with future sales and notch this little win up to being a great seller.