My card was authenticated by Ebay but they still sided with the buyer?
My graded PSA card was sold on Ebay so I had to send it to their PSA department to authenticate. They confirmed and authenticated the card and then shipped it to the buyer themselves.
The shipment ends up getting delayed and the buyer submits a complaint for a refund and Ebay sided with them even though the shipment was out of my control after it was sent to PSA for authentication.
So now the card is still on route to the buyer AND he got a refund.
I already appealed but Ebay says their original decision was correct and no further changes will be made.
How is this not fraud by Ebay themselves? Can anyone guide me in the right direction because clearly appealing is not working because they denied it.
If any staff can help me, I can provide order number, tracking and my seller's account email.
All images/proof here: https://imgur.com/a/ZXjEq9B
lacemaker3
·1 year ago@albertabrightalberta,
Sellers can lose their eligibility for seller protections if they have made a "serious policy violation" (such as something that led to them being made NARU).
https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345#section4
Side note:
The tracking shows that the package made it to Texas, but it is now back in California. There is no Return to Sender or Intercept notice on it, but I wonder if it has been recalled?
lacemaker3
·1 year agoNo, the package was not recalled ... after going from Santa Ana, California to Texas, it came back to California, and then went on to Hawaii and was delivered there a couple of days ago, Apr 17. I wonder if that's where the buyer was?
al_973117
OP1 year agoI tried sending an email to Ebay support regarding this order and all I get is a response from their customer service stating this:
"Thank you for getting in touch with eBay. I see that you are looking to appeal an account suspension and wish to have your account reinstated. My name is Abhishek, with eBay Customer Service. I would be delighted to assist you.
I understand that it is important for you to get your account reinstated; please be assured that I will walk you through the best resolution possible from my end.
We don't make decisions like this lightly, so we have spent some time reviewing your case. After careful deliberation and investigation, we regret to inform you that we can’t grant your appeal and our decision on this is final and your account will remain suspended permanently."
This has NOTHING to do with the order at hand. I am trying to appeal my case in which you received my card to authenticate AND verified it and now are siding with the buyer for an INR issue.
This is honestly so frustrating.
PROOF OF AUTHENTICATION AND ITEM BEING SHIPPED BY EBAY THEMSELVES: https://i.imgur.com/lp8XlVC.png
lacemaker3
·1 year ago@al_973117
Was that response from eBay Customer Service completely off-base, or just not relevant to the issue you were asking about?
I mean, has your selling account been suspended? in addition to the item that is delayed from the AG program?
This account you are using now was only opened yesterday, on Apr 5, 2025, and hasn't listed anything for sale. What was the item number for the card you sold? Was this it?
If that is it, the selling account is NARU, and the listing has been removed.
al_973117
OP1 year agoMy main seller account was suspended. I made an ebay account to sell pokemon cards (never bought off ebay before), and sold about 15 cards and they suspended my account and didn’t go into detail as to why. Only got automated and generic answers like “risk to our customers†even though all my cards were sent to them to authenticate. I still had $450 in pending payouts that were locked due to this.
I already gave up on trying to appeal the account suspension. This new issue, however, I cannot just ignore and give up because they’re blatantly screwing me over. There’s clear proof and confirmation of authentication and somehow I, the seller, am the one getting screwed over a buyer’s INR dispute.
How do I get the item number for the sale in question?
al_973117
OP1 year agoOk I can confused because when I go into my email and check the listing it takes me to someone else’s listing..
Here’s the email of my listing being sold but when i click on the link now it takes me to someone else’s listing of the same card but in a different grade
https://imgur.com/a/QqcVPm2
lacemaker3
·1 year agoOK, that's the one I found then:
The listing was removed, so that's why eBay is showing a "similar" listing instead. This link would have opened it, if it had not been removed, but it gives an error message instead.
https://www.ebay.com/itm/236005124950?&nordt=true
It looks like all of your sold listings have been removed. That would have been done when your account was suspended.
Unfortunately, if your account is not in good standing, then I don't believe you are eligible for any seller protections, so that's why you are not being protected for the INR case.
The only thing I can suggest is to try to resolve the issue with your account. I don't know what to advise you about that. Maybe someone else will be able to help.
albertabrightalberta
·1 year ago@lacemaker3 - yup, that's the listing.
Ugh! Now you have 2 problems.
When an account is suspended, you aren't allowed to open or use another account to circumvent the suspension.
But that still doesn't explain why you didn't have protection against INR for an authenticated card was shipped to the buyer by the authenticator.
albertabrightalberta
·1 year agoThis is an AI generated response to my question of INR protection for authenticity guaranteed items:
For eBay's Authenticity Guarantee, sellers are protected against "Item Not Received" claims if they ship the item to the authentication facility (not directly to the buyer) with tracked shipping and provide proof of delivery to that address, and if the order has a total cost of $750 or more, signature confirmation is required.
albertabrightalberta
·1 year ago@devon@ebay
@elizabeth@ebay
@kayomi@ebay
(Not sure who to tag so you're all getting tagged!)
@al_973117 sold a card through the authenticity guaranteed program, item was authenticated by ebay and was forwarded to the buyer.
Whether it's too early for the buyer to have received it or whether the package got lost, the buyer opened INR and the seller lost the case.
The AG program is supposed to cover the seller once the item is delivered to the authenticator and if it doesn't reach the buyer, ebay covers it. So why did the OP lose the case?
Thanks.
FYI, this is the screenshot of the authentication:
al_973117
OP1 year agoThank you so much for your help. Btw how did you upload an image to the thread? I tried and couldn't so I had to upload it to imgur. It asks me for image source, description, dimensions, etc.
For the staff that you tagged, I am able to provide the email to my sellers account as well as the order number and everything necessary.
edit: apparently i don't have permissions to upload images.
albertabrightalberta
·1 year agoYes, @al_973117
My point is that the program covers you for buyer claims of non-receipt as long as you have proof that they received it.
If the buyer opened a claim for INR (item not received), did you respond to the claim with the tracking number that showed delivery to the authenticator?
al_973117
OP1 year agoI provided the tracking number and they responded with
"After reviewing this case, we decided to keep the original outcome. We weren't able to grant your appeal because we determined the original decision was correct.
You won't receive a refund for this case"
I don't know if this is an automated response from a bot or someone manually reviewed it. I can't even appeal again because the case was closed by them.
stephenmorgan
·1 year agoYou can always appeal. You need to decide how far you want to take it.
File a Notice of Dispute and if that does not work you can still Appeal to a Small Claims Court or appeal with an Arbitration Hearing.
Notice_of_Dispute.pdf
Read section 18 B and 18 B 1
18 Legal Disputes User Agreement | eBay
albertabrightalberta
·1 year agoHere's the policy:
https://www.ebay.com/help/selling/selling-tools/selling-authenticity-guarantee?id=4644&st=3&pos=2&query=Selling%20with%20Authenticity%20Guarantee&intent=authenticity%20guaranteed&lucenceai=lucenceai&docId=HELP1344
With the authenticity guaranteed program, you are responsible for delivery to the authenticator.
Ebay is responsible for getting the item to the buyer.
al_973117
OP1 year agoMy card already made it to the authenticator as shown in the pictures. They sent me confirmation that the card had been authenticated and verified.
They accepted the refund for the buyer while the card is en route TO the buyer FROM the authenticator location.
al_973117
OP1 year agoHere is a picture of all the dates for the tracking. It fully completed the authentication process and was shipped to the buyer on Ebay's end.
https://imgur.com/a/2NMQQKv