topic Re: Authenticty Gurantee Sneaker Return in Seller Central

Authenticty Gurantee Sneaker Return

wingroad — Mon, 11 May 2026 19:40:17 GMT

Hello,

I'm a seller who sold a pair of sneakers through the AG program.

I've sold many in the past but this is the first time I had someone issue a return.

The listing states no returns but the buyer returns it under the 'Doesn't match description' option; in the comment section writing 'it's the right size but too narrow'.

It gets sent back to the authentication team and they pass it as nothing wrong, but instead of shipping it back to the buyer, it's returning to me and presuming I refund the buyer in full.

As far as I can tell from reading the policies on AG, returning due to fitting / remorse shouldn't be allowed if I listed the item as no returns.

Spoke with the support agent explaining, wouldn't this be a loophole in the AG policies if any buyer can just return as 'Didn't match description' and they basically said 'Yeah, it's somewhat of a grey area'.

Support agent then offered to waiver my seller fees when the item returns and I relist it (I already meet the requirement for no seller fees). So support agent fully understanding the situation can't provide a better outcome.

Is there no protection on things likes this happening to sellers?

What do you think about this? Am I in the wrong for being annoyed here?

Cheers in advance.

Re: Authenticty Gurantee Sneaker Return

therenewalworkshopltd — Mon, 11 May 2026 19:52:13 GMT

You said it yourself, the buyer used the return reason "Doesn't match description".

They are obviously abusing the process, but there is nothing that you can do about this, other than to report the buyer.

You must accept the return and once received, refund in full.

Then I would suggest that you block said buyer.

This kind of thing happens all of the time. Buyers do it so that they don't need to pay the return postage.

Re: Authenticty Gurantee Sneaker Return

jckl1957 — Mon, 11 May 2026 19:58:10 GMT

I understand why you are annoyed, but Ebay tell buyers they CAN return items, even to a seller with no returns if they feel the item is not as described.

Can I return items purchased with Authenticity Guarantee?

Buyers can return an item if the seller accepts returns, as stated in the listing, and the return takes place within the seller’s return window. In the unlikely event that the buyer receives an item that is not consistent with the listing, the item will be eligible for a return. In order for a refund to be processed, all returns must be sent to our authentication team for verification (to check that the item is still in the same condition and has all relevant accessories, or that the item is not consistent with the listing) and re-authentication before the item is returned to the seller.

How does the return process work?

If returns are offered on the listing of the item you purchased or the item isn’t as described, the item will first be sent to our authentication team. Within two business days of receiving the item, the authenticator will verify the authenticity and condition of the returned item to confirm that it matches the item originally sent to you, including any original packaging or accessories (for clarity, this includes the item’s box where applicable). In addition, the eBay Authenticity Guarantee tag must be attached to the item and untampered with to be eligible for a return. Once verified by the authenticator, it will be posted to the seller and a refund will be processed. The seller’s return policy determines whether you or the seller pays for postage costs back to the authenticator.

Re: Authenticty Gurantee Sneaker Return

jonatjonatjonat — Mon, 11 May 2026 20:10:29 GMT

You have every right to be annoyed but sadly it is a loophole.

I would block the buyer.

cant believe (well I can) the generous offer of free seller fees for you from customer support. Surprised they didn’t double down and say you won’t have to pay for the shipping labels next time either.

Re: Authenticty Gurantee Sneaker Return

wingroad — Mon, 11 May 2026 20:12:42 GMT

This is the exact same section from their policies that I read before coming here.

The item is exactly as described on the listing. Correct sizing, new with box, unworn, shipped with all accessories and laces.

The buyer tried them on, didn't like them or doesn't fit, opens a return.

What I don't understand is how the authenticators processes this. When I spoke with the support agent, the reason for them sending it back to me is because the buyer chose the option 'Doesn't match description' when returning and therefore the authenticators does no due diligence of checking if that's true or not. Only to see if the item is in the exact same condition before sending it back to the seller.

I would understand if there's a defect in the product and if my images didn't cover it but there was no defects at all.

Here's what the buyer wrote in the return:

Return reason

Doesn't match description or photos

Comments

Hi, I'm really thankful for the sellers quick dispatch on this item. unfortunately they are extremely narrow. they are my size but I can't get them on and I don't want to damage them. I've taken out the laces but its the same issue.

Like even after the support agent read this, they didn't think this isn't an issue.

Re: Authenticty Gurantee Sneaker Return

therenewalworkshopltd — Mon, 11 May 2026 20:20:36 GMT

It's not. It really is just the way it is.

The problem is, that Ebay do not physically inspect an item that you sell. Therefore, the default position is to believe the customer. And they then get a free return.

This is why it's important to report that they have abused the process.

It may not do anything in this particular case, but if they buyer keeps doing this kind of thing, they will eventually end up with a restricted account.

And word to the wise, be careful what you believe when it comes to support. They have been known to make things up and advise completely inappropriately.