Authenticator returned valuable item to the wrong address

[19dkaufman]

Can anyone give me any advice because this situation is properly stressing me out. 

I was trying to sell an expensive diamond and platinum necklace for my wife in UK. Originally purchased by us in USA. Platinum hallmark is “PT950” with Tiffany’s maker’s mark. Authenticator decided it was authentic but had a problem with the hallmark. Also said the safety catch was loose or tarnished or scratched or something so flagged that as an issue found with the listing accuracy. They immediately stopped the transaction and eBay confirmed that the piece would be returned to me. Fine. Understood. Even if I don’t agree with the decision. 

The real problem is that I have never provided eBay with a return address because I don’t normally allow returns. EBay have never asked me for a return address. 

I found out by checking the delivery tracking that my item was to be delivered to me at an address that I moved out of in March 2023, i e 29 months ago. It seems that the authenticator just arbitrarily used an old personal address for me it found on eBay and “returned” the piece there. 

I found this out yesterday, the day the piece was to be “returned “. I managed to postpone the return by a week via the delivery company app, assuming that this mess can be resolved before that date. I talked to eBay customer service at length about this disastrous situation yesterday and was simply told that the authenticator would call me, within 24 to 48 hours. I am very doubtful this will be dealt with by eBay or by the 3rd party authenticator. 
 

I have no confidence in ever seeing this piece of jewellery again, quite honestly. 

Help!

Thanks in advance 

David 

[*vyolla*]

There are 5 address fields under 'Addresses' in your eBay account, and one of them is the Returns address. If you haven't updated it and the old address is showing in that field, then that's where eBay will correctly send an item back to you.

Unless you have access to that old address (friend/family perhaps) then I can't see you getting your item back.

You can update your address settings here:

https://accountsettings.ebay.co.uk/uas/addresses

[red_magpie]

never provided eBay with a return address because I don’t normally allow returns.

That was a bad idea. eBay decides whether an item is returned, not you.

If a buyer uses eBay's money back guarantee they can find almost any reason why their item was not as described. eBay will accept their word against yours. Your own no returns policy doesn't count in this situation.

As with items returned by the authenticators, it makes no difference whether whether you agree with eBay's  decisions. You agreed in the user agreement to accept them. If your returns address was not up to date neither eBay nor the authenicator will have any responsibility.

[19dkaufman]

Thanks Red Magpie. Are you saying that the authenticator  and/or eBay was acting reasonably in not first checking for a return address but instead arbitrarily choosing an old address when posting a really valuable item?

[tobiasd4]

Ebay/authenticator will always return item to your registered return address, 

As said there are 5 addresses used for different reasons, most sellers will have same address for all, 

But you need to check them all if you move. 

[19dkaufman]

Thanks, but I had no registered return address on my profile.
Sent from my iPhone

[*vyolla*]

---

@19dkaufman wrote:
Thanks, but I had no registered return address on my profile.
Sent from my iPhone

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It can't have been blank, eBay can't pull a return address out of thin air. 

[19dkaufman]

But what if I had no registered return address recorded in my eBay profile? Would it be reasonable for eBay/ authenticator to post it to an old address for me rather than to first obtain my correct return address? Especially given this is an expensive piece of jewellery?

[*vyolla*]

Where do you think the authenticator gets the return address from?

It's automatically provided by eBay, pulled from the returns address section. 

Sorry that this is not want you want to hear, but this is 100% a user end issue, not the authenticators or eBays. 

Hopefully the person at your old address will mark it 'not at this address' and it'll go back to the authenticator. 

[19dkaufman]

They must have because I only added 1 return address and I did this after discovering the problem on Friday. Profile had no recorded return address before I did that and allowed me to “Add return address “ , which I have done. EBay/ authenticator must have used my out of date home address in my profile, which I hadn’t updated for a few years. I updated it on Friday too. But the fact is that there was no registered return address on my profile and some bright spark in eBay or the authentication department decided to simply use that address instead. Now you must see why that’s just careless on their part. We are all wiser with 20:20 hindsight but they should have first made sure of the correct return address. There wasn’t one provided so they simply guessed that my personal profile address would do. The rest is history. 

In this scenario, who takes responsibility for not first checking for a valid and true return address?  I’m just the seller, don’t forget. 

David

[*vyolla*]

The seller is responsible for checking and updating their addresses.

Do you know the people at your old address?

[tobiasd4]

When you 1st opened your ebay account and add your address. 

Ebay will put this address as default in all 5 sections. 

You can then alter any you wish.

If you change your send from address, it does not change the other addresses automatically. 

[19dkaufman]

 today I had another look at the 5 addresses and took this screenshot to show you that one of them is still not filled in. I added my address to the last one today. I know you mean well and seem convinced that eBay will have previously filled in all 5 addresses if I didn’t fill in one or more when opening the account. Screenshot proves this isn’t always true. Last Friday returns address section also said Add rather than Edit. Just want the community to know the truth. D