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Suspected Counterfeit AirPods – Seller Won’t Respond and I Can’t Reach eBay Support
Summary: eiyzh2004 detailed their issue with purchasing what they suspect are counterfeit Apple AirPods Pro 3 on eBay. Despite following eBay's return procedures, they have been unable to get a response from the seller or access the 'Ask eBay to step in' option due to shipping and forwarding service complications. eastlaneave advised them to persist with the return process, consider a credit card chargeback, and eventually contact PayPal for buyer protection if necessary. Throughout, eiyzh2004 expressed appreciation for the community's guidance.
Hello eBay Community,
I’m a long-time eBay customer and have purchased many products through eBay over the years. I have always trusted eBay and have had positive experiences in the past, which is why I’m hoping the community can help me find the right way to resolve a serious issue with one of my recent purchases.
I purchased a pair of Apple AirPods Pro 3 on eBay because they were advertised as genuine Apple AirPods Pro 3.
After receiving the item and testing it extensively with my Apple devices, I discovered multiple issues with important features that should work on genuine AirPods Pro 3. These include:
Automatic switching between my Apple devices does not work.
Hearing Test / Hearing Health features are unavailable.
Conversation Awareness does not work.
The firmware does not update despite repeated resets and following the normal Apple update procedure.
The charging case does not produce the expected sound when using Find My.
After extensive testing and troubleshooting, I have serious concerns that the AirPods are counterfeit and were not as described in the listing.
I opened an official eBay return request on September 7 under “Item didn't match description.” The seller has not responded to the return request or to my messages.
The problem I’m facing now is that I cannot find a way to reach an eBay customer service agent through chat. The automated support system only offers a phone call. I am currently traveling and cannot receive phone calls, so that option is not possible for me.
I would really appreciate any guidance on how I can get this case reviewed by eBay, preferably through a text-based support channel.
My return request is still open and awaiting the seller's response.
Return ID: 5328592244
Order number: 09-14935-82088
I am not looking for help identifying the AirPods from the community at this point. I have already completed extensive testing. I mainly need help finding the correct way to have eBay review my open return case when phone support is not an option for me.
Thank you very much for any guidance.
lady_madonna
Mentor3 weeks agoFind the item in your Purchases.
Select See return details
Select Ask eBay to step in and help.
Select a reason from the dropdown menu, then select Confirm.
eiyzh2004
OP3 weeks agoThank you for your response. I have already followed these steps several times, but the “Ask eBay to step in and help” option does not appear under See return details.
The return request was opened more than 7 days ago, on September 7, and the seller has not responded to the return request or my messages.
The return is still showing “Return requested – Awaiting seller response”, but there is no option for me to ask eBay to step in.
Could you please advise why this option is not available in my case, or help me escalate the return to eBay for review?
eastlaneave
Mentor3 weeks ago@eiyzh2004 Were they shipped directly to Yemen? It's possible eBay is giving the seller longer since it's an international label. You may need to tell the seller how much a return label costs so the seller can reimburse you before you ship.
If the airpods were shipped to a US address and then forwarded to you, you lose buyer protection.
eiyzh2004
OP3 weeks agoThank you. There is one additional detail that may be relevant to my case.
The item was not shipped directly to Yemen. I normally use a forwarding service for my eBay purchases: the item was first shipped to my forwarding address in the US and then forwarded to the UAE.
I have been using this method for many of my eBay purchases because of my location, and I have not had this type of problem before.
In this particular case, I could not identify the problem with the AirPods until I actually received and tested them. After testing them extensively with my Apple devices, I discovered multiple issues with important features and became convinced that the AirPods are counterfeit rather than genuine Apple AirPods Pro 3.
I am currently in the UAE, and I will still be in the UAE at the end of this month with the AirPods in my possession. Therefore, if eBay needs me to provide evidence, photos, videos, or any other information, I can do so.
I would really appreciate your advice on how I can get eBay to review the case, since the “Ask eBay to step in and help” option is still not available in my return details.
eastlaneave
Mentor3 weeks ago@eiyzh2004
I have no doubt you are telling the truth. It looks like the seller has only sold 2 items.
When you had it forwarded from the original destination, you lost buyer protection. It's true for anything forwarded, because anything could happen after it's forwarded.
Hopefully you will get a return label which will be from the USA address. You would ship it from UAE to the freight forwarder and they would return it to the seller. (If no one notices the address issue).
eBay won't get involved with the photos etc - just upload those to the case.
Look at the case every day and hope the seller gives you a return label.
The other option is to file a chargeback on your credit card if that's possible in Yemen/UAE.
Wait until the return case is done to be sure you can't get a refund that way.
I suspect the seller will be removed from eBay, eventually, which might make the charge back more sucessful.
Either way, I wouldn't volunteer that you use a freight forwarder.
https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210#section10
eiyzh2004
OP3 weeks agoThank you for the detailed advice. I really appreciate it.
One important detail I didn’t mention before: I paid for the AirPods through PayPal, not directly by credit card.
Do you think this could help in my situation if the eBay return case doesn’t work out? Would I potentially have any buyer protection or another option through PayPal?
For now, I’ll keep the eBay return case open and wait for the next step.
Thanks again for your help.
eastlaneave
Mentor3 weeks ago@eiyzh2004
1) Look at your eBay case here:
https://www.ebay.com/help/ip?topicId=4667
Does it also mention Oct 13?
That's the date eBay will close it for no activity.
Keep looking for 'Ask eBay to Step In'
2) Yes, if your eBay protection doesn't work out, then you can contact PayPal for protection. But don't do that until your eBay case is closed because once you turn to PayPal, your eBay case closes and can't be reopened.
eiyzh2004
OP3 weeks agoThank you for the detailed advice. I really appreciate it.
One important detail I didn’t mention before: I paid for the AirPods through PayPal, not directly by credit card.
Do you think this could help in my situation if the eBay return case doesn’t work out? Would I potentially have any buyer protection or another option through PayPal?
For now, I’ll keep the eBay return case open and wait for the next step.
Thanks again for your help.
inceptions
Mentor3 weeks agoHi @eiyzh2004
All you need to do is go back to the return case and use the option to ask eBay to step in. They will force the refund.
eiyzh2004
OP3 weeks ago · EditedThank you for your response. I have already followed these steps several times, but the “Ask eBay to step in and help” option does not appear under See return details.
The return request was opened more than 7 days ago, on September 7, and the seller has not responded to the return request or my messages.
The return is still showing “Return requested – Awaiting seller response”, but there is no option for me to ask eBay to step in.
Could you please advise why this option is not available in my case, or help me escalate the return to eBay for review?
Return ID: 5328592244