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Buyer opened a case for goods not matching description
I recently sold a watch with the Ebay Authenticity Guarantee, the buyer paid immediately the offer was accepted. I sent it to the authenticators, they completed their checks it and sent it on to the buyer. He received it four days later then immediately opens a case as "not as described in the listing and photographs" then advises me that "it doesn't fit him" and claim that there are links missing in the strap so he has opened a case to return it.
Everything in the listing was as described, I didn't say how many links there were in the bracelet as I didn't feel it necessary, I was selling it as I had bought it, and the buyer didn't ask any questions about the watch at all.
Firstly, the watch not fitting him does not constitute "not as described"
Secondly, I am not aware that there are a set amount of links in a watch bracelet, surely that depends on the wearer.
Thirdly, the watch went through an authentication process, which checks its authenticity, if there is a set amount of links it is supposed to have, should that not have been picked up by them?
I am beginning to feel I have been scammed in some way. My listing stated no returns. Any advice or similar experiences would be appreciated.
61stephenuk
Mentor10 months agoAs the buyer has claimed 'not as described' they will have to return it to the authenticators who :
"will inspect to confirm that the item returned matches the item originally sent to you by verifying the authenticity and condition including any original packaging or accessories (for clarity, this includes the item’s box where applicable). In addition, the security tag must be attached to the item and untampered to be eligible for a return. Once verified by the authentication partner, it will be posted to the Seller and a refund will be processed. The Seller or Buyer (as defined by the listing) is responsible for postage costs to the authenticator, and eBay covers the postage cost to the Seller.
Why was the item sent back to me by the authenticator after I opened a return?
If the authentication partner determines the returned item is not the same item, is not in the same condition, or the security tag has been tampered with or removed, it will be sent back to you and the return will be closed."
jckl1957
·10 months agoThe authenticity guarantee suggests that the buyer can't return an item as 'not as described' if it has been authenticated. However, this is my opinion, and it is ambiguous.
Returns with Authenticity Guarantee
If a buyer wants to return an authenticated item, your return policy as stated in the listing will apply. Authenticated items are covered by eBay Money Back Guarantee, assuming all other eligibility criteria are met. For full details, read our eBay Money Back Guarantee policy.
Personally, I would ask Ebay to step in. Make sure you stress that the watch would not have passed authentication if it was not as described and, if you can, add details from the buyer saying it won't fit them. They may insist you accept the return. Details are below.
When you can ask eBay to step in
Once the buyer has let you know that they have an issue, you have 3 business days to respond with a resolution. After that, if the matter hasn't been resolved, either of you can ask us to step in and help.
You don't have to ask us to step in immediately after the 3 business days though – if you're still working things through with the buyer, you generally have up to 21 business days after the request was opened to ask us for help.
If any issues come up after an item is returned to you, you'll be able to report the problem and ask us to step in and help.
How to ask us to step in
You can ask us to step in from the Returns & Refunds section of Seller Help. Simply select Take Action beside the item and then Ask eBay to step in.
Go to Seller Help