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How do I escalate an eBay Authenticity Guarantee issue to a real person?
Summary: uk2013.minov is seeking advice on how to contact a real person at eBay regarding an issue with the Authenticity Guarantee process, as they believe an item was damaged during handling. They've encountered difficulties in reaching human support and have only managed to interact with automated systems. red_magpie suggests reviewing eBay's guidance and implies that more evidence might be needed, questioning if the buyer has received the item and if they're claiming it's damaged. tobiasd4 notes that listing issues may be related and advises uk2013.minov to clarify their situation.
Hi everyone,
I’m hoping someone can advise how to contact a real person at eBay regarding an Authenticity Guarantee issue.
I’m a seller, and an item I sent through the Authenticity Guarantee process appears to have been damaged while in eBay’s/authenticator’s handling. I have tried to resolve this through the normal contact routes, but I’m just going in circles on the website and can only seem to reach automated/AI support.
Emails have gone unanswered, and when I replied to the same email thread, I received an automated response saying the address does not accept replies.
Does anyone know how to escalate an Authenticity Guarantee complaint to a real person or complaints team? Any working contact route or advice would be greatly appreciated.
Thanks,
Alex
tobiasd4
Mentor2 weeks agoListing says box is damaged, this may be what authenticator meant.
You need to explain your issue.
red_magpie
Mentor2 weeks ago · EditedI don't think eBay has a specific procedure for complaining about alleged damage by the authenticator. I assume you've checked their guidance on items for authentication, which is where you should find it, if it exists.
Otherwise, unless the buyer opens a money back guarantee case you would have to take it up with eBay customer support in the usual way - when you can reach them.
It would help to tell us what evidence you have that it was damaged during handling by the authenticator? You only say that this "appears" to be the case, which is unlikely to be sufficient.
Was the item returned to you by the authenticator? Or has the item been passed on the buyer, who now claims it's damaged?
If the latter, it will be up to the buyer to open an "item not as described" case under eBay's money back guarantee. If so, although you would probably have to refund them, you would have the opportunity to appeal and present your argument that the authentiator caused the damage.