Item "lost" after ebay autentication gurantee

[chefthrash]

So I sold a pair of shoes that came with matching shirt and hat. I sent all these items together in a big box with bubble wrap and all wrapped separately. Buyer contacts me to inform me that not only is the shirt not in the box. But, the hat was stuffed inside of the shoe box. What?! It was a brand new hat that was $25! So, the hat is STUFFED and the shirt is missing. I know they use their own shipping boxes after authentication. But what the hell? So they just leave the shirt out and stuff the hat?? I'm so lost on what to do here or how to go about this. Someone help please.

[ferncliff-39 · Accepted solution]

@chefthrash 

The authenticator is not responsible for "extras" you send with the shoes -

Can I include extra items in the box when I ship my sneakers?

Any items that don’t come directly from the manufacturer will be removed. This includes third party tags, marketing materials, and any forgotten or prohibited items.

[chefthrash]

But they left the hat.. and does this mean the shirt is just gone?

[ferncliff-39]

@chefthrash 

Probably gone.  You can ask eBay CS about the process when you send extras, but the authenticators are busy enough with shoes, can't imagine they have time to keep track of extras like these.

Got lucky with the hat I guess.

Open this Help page on Authenticity Guarantee
Scroll to the bottom and Click on "Contact us"
In the Help box that opens type AGENT in the bottom then press Send to bypass the bots
You should get the options to Chat live with an agent, or have them call you.