Buyer claiming counterfeit product

[planetaryequinox]

Hi,

I’ve sold an authentic Gucci bag a couple of months ago.

The buyer unknowingly forego authentication guarantee by shipping it to PO Box. I have only found out after shipping the item as I’m unfamiliar with eBay authentication guarantee.

The buyer left me a positive feedback last month.

60+ days have past since then and the buyer has raised a return request claiming eBay has authenticated the bag as fake.

I’m in the process of requesting more documents and proof from the buyer, and I’ll contact eBay to verify whether eBay actually did the authentication.

normally I’d accept the returns, but  I’m a scared of being scammed as a seller whereby the buyer claimed item not as described, then sends back the fake item.

how do I protect myself against this?

does anyone know if eBay’s 30 days return window mean anything for this kind of claim?

what happened if I find out the buyer sent a fake bag?

[everard6920]

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@planetaryequinox wrote:

Has anyone ever gone through payment dispute before?

I’ve contacted eBay about payment dispute seller protection’s eligibility and when it applies, this is what they said:

when the seller protection comes in to place, it does not matter whether you accepted the return request or not, because the policy will decide whether you will get a refund of the dispute amount and fees(in case you lose the dispute) on the basis of how you respond to the dispute and what details you provide. It will solely depend on that

how would you interpret this?

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Is this the garbage they told you on the chat?

Use the "call me back" option, you will get someone who has more of an idea. As others have said, insist that the dispute be closed in your favour as it's over 30 days.

Buyers have been able to open disputes past the dispute time frame ever since I can remember - eBay could easily stop this, but they choose not to for whatever reason. They can even open "item not received" despite the tracking showing delivered, which is crazy to me - I tried to close one such dispute and eBay said I had to wait 3 days so that I had time to "resolve it with the buyer". There was nothing to resolve - the item was delivered to the buyer's address.

[planetaryequinox]

Sorry my bad. 
it was a return request, but I was inquiring about a payment dispute as well just in case.

[planetaryequinox]

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@everard6920 wrote:

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@planetaryequinox wrote:

Has anyone ever gone through payment dispute before?

I’ve contacted eBay about payment dispute seller protection’s eligibility and when it applies, this is what they said:

when the seller protection comes in to place, it does not matter whether you accepted the return request or not, because the policy will decide whether you will get a refund of the dispute amount and fees(in case you lose the dispute) on the basis of how you respond to the dispute and what details you provide. It will solely depend on that

how would you interpret this?

---

Is this the garbage they told you on the chat?

Use the "call me back" option, you will get someone who has more of an idea. As others have said, insist that the dispute be closed in your favour as it's over 30 days.

Buyers have been able to open disputes past the dispute time frame ever since I can remember - eBay could easily stop this, but they choose not to for whatever reason. They can even open "item not received" despite the tracking showing delivered, which is crazy to me - I tried to close one such dispute and eBay said I had to wait 3 days so that I had time to "resolve it with the buyer". There was nothing to resolve - the item was delivered to the buyer's address.

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I’ve asked if ebay if they can close the dispute in my favour since it’s beyond 30 days, and they said:

- if it ever gets escalated eBay will most likely close it off anyway because it’s been well over 30 days

- I can close it off myself by Declining the request

- if the request is declined then the buyer couldn’t open it again / escalate as it’s been well over 30 days.

I’ve declined the request. We’ll see what happens.

honestly I should’ve been more firm with eBay about buyer’s ability to still open dispute over 30 days, but it took so much word-crafting to get them to answer my question, so I didn’t bother.

Your undelivered case seems to be more absurd than mine. Sigh eBay.

[jellybirddesigns]

Ok, so you've declined the return. I'm guessing the case will stay open another few days, although I once had a dispute that took 3 weeks to resolve, so hang in there!

[padi*0409]

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@planetaryequinox wrote:

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I’ve asked if ebay if they can close the dispute in my favour since it’s beyond 30 days, and they said:

- if it ever gets escalated eBay will most likely close it off anyway because it’s been well over 30 days

- I can close it off myself by Declining the request

- if the request is declined then the buyer couldn’t open it again / escalate as it’s been well over 30 days.

I’ve declined the request. We’ll see what happens.

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I think you would have been better off just waiting to see if it was escalated, rather than you declining the return.

Often eBay uses "bots" to decide on cases and your action could trigger the "bot" into finding for the buyer.

[jellybirddesigns]

@padi - I think it's virtually impossible to know how this will play out - there are several different scenarios.

In my experience, I had a buyer open a case almost 6 MONTHS after purchase. I jumped onto Chat right away and got it closed while I was in the chat dialogue. Chat rep told me "it happens sometimes".

On the other hand, you get some real idiots in chat who have the ability to assist the seller, but simply won't do it for reasons known only unto themselves. I swear they live only to make peoples lives more difficult.

Yes, there could be bots, but one would hope that there is also an internal flow chart of checks/balances that does take into account the time taken to open the dispute compared to the date of delivery.

[padi*0409]

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@jellybirddesigns wrote:

Yes, there could be bots, but one would hope that there is also an internal flow chart of checks/balances that does take into account the time taken to open the dispute compared to the date of delivery.

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That would be the logical route Jelly - but how often have logic and eBay gone hand in hand ?