I recently sold a watch that happened to mention in the description that the receipt was included as part of the sale, along with booklets and the original warranty card.
I packaged everything, including the receipt, which was placed inside a Watches of Switzerland booklet, and sent it for Authentication. As always, I made a video of my packaging process, right up to sticking the label on the package, clearly showing everything that was included in the package and the condition of the watch.
The watch passed through authentication and was delivered to the buyer, who contacted me to say that although he was very happy with the watch he did not receive the receipt. I immediately sent him a PDF copy of the receipt together with the video footage of me packaging the paper version.
Regardless he raised a return request on the basis that what he received did not match the description. I was concerned that something untoward was happening, so I immediately contacted ebay to tell them that I had packaged the original receipt and that I had video footage of doing so. I explained that I had sent a PDF copy and the video footage to the buyer and sent ebay a copy of the PDF. I explained that I couldn’t see where I could attach the video footage. I was advised that I’d be contacted prior to the outcome of the Return request. After a 4 week delay, without any explanation and without contacting me at all, Ebay accepted the return.
I appealed immediately I was notified that the return was accepted. The so called "Appeal" process consisted of a phone call from an Ebay representative who then transferred me to the Authenticators.
I tried to explain that it was the Authenticators decision I was appealing against but was transferred anyway.
When I got through to the Authenticator dept. I asked how the watch passed authentication if it didn't match the description, I was told that the receipt would not have formed part of the Authentication process.
I pointed out that the Authenticators are supposed to ensure that the item matches the description in all aspects to avoid this very situation, and as the lack of receipt was the single reason for the return, clearly a mistake had been made during Authentication. I was told that it would be impossible to check every piece of paper included in all the packages they receive. I then asked, how could they be so sure that the receipt wasn't in the package I sent if they didn’t check everything and was told that CCTV footage had been used. I explained that the receipt was in the WoS booklet and could have therefore been missed and that I had my own video footage of the packaging. (Freeze frame of my video is attached here). I requested the opportunity to compare their footage with mine and was told that this would not be possible for security reasons. I offered to send my footage for consideration, but this was also refused for no apparent reason. I pointed out that in any dispute, it is normal and correct for all sides to be allowed to provide their own evidence and interrogate counter evidence. The representative went on to say that this was not a dispute, but a return request. Even though he’d called it a dispute throughout our conversation. I told him that I was disputing the outcome but was told that unless I had anything further to add he was closing the appeal. I tried to argue that this could not possibly be the whole Appeal process and requested details on how to escalate the dispute. I was told that his decision was now final, and no escalation was offered.
I’ve now had money deducted from a different account but have not received the watch as I am on holiday.
I do not want to accept this return as, firstly, I won’t get back exactly what I sent Ebay and secondly,the watch has been out of my possession for 4 weeks, nearly 6 by the time I get home, and I have no faith that the Authenticators have checked the watch correctly.
I really can't comprehend that in this day and age there would be this level of arrogance and unaccountability. As a Seller we pay a fee to Ebay for a service, which includes Authentication. If that service is faulty or lacking in integrity there must be a statutory and transparent complaints process that doesn't start and finish with the same entity you are complaining about.
Ebay’s own Authentication T & Cs clearly state:
“The Authentication Partner will inspect the item within two (2) business days of receipt at the facility and the authenticated item will then be sent to the buyer as soon as possible. This check will include inspection of the watch for authenticity, and for accuracy against the item listing.”
- In which case how did they Authenticate the watch and contents if they didn’t find the receipt? They clearly didn’t check the package I sent them thoroughly and would not have any real idea if the receipt was contained or not. CCTV could not pick up a receipt that was placed in a booklet.
“eBay assumes the delivery risk from the Authentication Partner to the buyer and any items lost or damaged at the Authentication Partner facility.”
-I have video footage that the receipt was included so, if the buyer did not receive it, it must surely have been lost in authentication.
So, my question is where do I go next with this?
There must be complaints process, but the Ebay website appears almost deliberately obscure when I look. Every click seems to take you back to the “Contact Us” page.
Is there a high level escalation that I can follow?
Is there an external body that I can go to, such as an ombudsman?
Has anyone had a similar experience?
I look forward to hearing from someone.
