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Fake Apple product can’t return
I recently purchased AirPods from an eBay seller who advertised them as genuine Apple AirPods. Upon receiving the item and experiencing some software issues, I took them to an Apple Store's Genius Bar, where an employee confirmed that they were counterfeit.
I attempted to return the item, but the seller declined my request. I've read that I can ask eBay to 'step in' and help, but I don't see that option on the return page. I waited 3 days after creating the return as I read that may be the issue. Doesn't eBay's Money Back Guarantee protect buyers in this type of situation? I have also been unable to reach a customer service representative for assistance.
7 comments
snaptransaction
OP10 months agoYou're absolutely right that the ideal solution is preventing counterfeit items from ever being listed. But since we both agree some inevitably slip through, the focus has to be on what happens next.
My issue isn't with the standard 30-day return policy for legitimate items. I'm not suggesting that every seller should accept returns for 60 or 90 days if a buyer changes their mind.
This is about a specific policy for fraud. When an item is professionally verified as counterfeit, it’s not a standard "return" — it’s a case of the seller violating eBay's core policies and the law. The timeline to discover sophisticated fraud is often longer than the timeline to decide you don't like a product.
Better enforcement up front is crucial, but the Money Back Guarantee should be the safety net for when that enforcement fails. Right now, for sophisticated fakes, that safety net has a clear expiration date.
snaptransaction
OP10 months agoeBay's Money Back Guarantee did not cover my counterfeit item because I was a week late.
Just wanted to share a frustrating experience to hopefully save someone else from losing their money.
I bought a pair of AirPods Pro on eBay a little over a month ago. They looked and felt completely genuine. They even paired like the real thing. After about four weeks, I noticed some weird software bugs and connection drops, so I took them to the Apple store. The Genius Bar tech took one look at the serial number and internal diagnostics and confirmed they were counterfeit.
I thought, "No problem, that's what eBay's Buyer Protection is for."
My claim was denied. The reason? I had the item for 5 weeks, and their policy only covers 30 days. I was one week too late.
It feels like a massive loophole in their system. How are you supposed to be protected from a high-quality fake that's designed to last just long enough to get past the return window? The seller is gone, and eBay says it's not their problem anymore.
glorybells
·10 months agoAnd how long is a seller supposed to be liable for returns? Indefinitely? Even brick and mortar stores have limits to their return window. And Amazon is also only for 30 days.
snaptransaction
OP10 months agoIf they are selling counterfeit items, yes I think they should be liable indefinitely
glorybells
·10 months agoBut since counterfeit items shouldn’t be listed here in the first place (there’s a policy against it, though some do slip through), it would have to be a blanket policy that ALL sellers have to have an extended return window, and that simply won’t work here. The solution is not in the return policy but in keeping these items from being listed in the first place.
disneyshopper
Mentor11 months agoWhat reason did you give for the returns request? If it was Not as Described, the seller must accept the return and provide a return shipping label. If the seller had a No returns policy and you gave a buyer's remorse reason (changed mind, didn't like it, found it cheaper elsewhere), the seller can decline the return. If you want to contact customer support:
To contact Ebay Customer Service, use this link and click on "Have us call you" or "Chat with us":
https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid
Customer Service is open 5:00am to 9:30pm Pacific time.
If the problem is not specific to your account, you can ask your question here. Lots of experienced buyers and sellers who volunteer their time to answer questions about using ebay.
comics-scifi-collectibles
Mentor11 months ago@snaptransaction You need to wait until the 4th business day to ask eBay to step and help.
4 business days after filing the return request if the seller has not provided a return shipping label or a full refund then ask eBay to step in and help: https://www.ebay.com/help/buying/returns-refunds/ask-ebay-to-step-in?id=4701
Let me know if you need to return an item to another country as there are additional steps required. The seller pays return shipping for an item that is not as described no matter where they are located.