eBay Authenticator lost my item!

[shopshopshopoholic]

Hello,

Hoping to get some advice as I feel extremely helpless: I sold a listing which contained a tote bag and a crossbody bag. Since the tote bag is long in width, I had to use a tall box in order not to fold/bend the bag. The crossbody bag itself is much smaller in size, so it just sat flat at the bottom of the box. I lined the box first with white wrapping paper at the bottom, then wrapped both the bags separately with the same white wrapping paper. However, when it got to the Authenticator, I received the notice saying my item is not the same as described. I had a sinking feeling when I saw that message that the Authenticator must have missed the small crossbody bag at the bottom of the box as it was also wrapped in white wrapping paper and the size is comparatively small to the tote bag. Of course, when they return the item back to me, there is no sight of the crossbody bag. I filed an appeal but of course it was denied by eBay. The Authenticator claims the crossbody bag was never in the box, but that is not possible because I packed it myself! They claim they record all of their operations, but apparently if I want to see the footage I can’t go through customer service/the appeal channel, but need to contact legal. I’m really disappointed and out of my mind here because it’s a very expensive designer bag, and I just lost it like that because the Authenticator was not detailed or careful enough to check the packing box thoroughly!!  Any advice on how I can get eBay to acknowledge and provide a refund? I hear there are buyer scams that sellers need to be careful about, but never have I ever thought it’s eBay themselves that have robbed me.

[comics-scifi-collectibles]

@shopshopshopoholic  So sorry that happened I don't know of any other avenues into the Authentication centers black hole.   NEVER ship anything extra with the item that is being authenticated or it will cause issues and the item to be refused, normally all of what you sent is returned though. 

[shopshopshopoholic]

Thank you. I thought I was being more careful by wrapping everything on top of the dust bag, but who would have thought it actually worked against me. But I am extremely disappointed that the Authenticators are not more careful and detail oriented would just assume without checking full contents of the box. Also when I received the tote bag back from them, they didn’t even place it back into the dust bag, it was just lying flat there naked in the box. Very unprofessional. I’m extremely surprised by this.

[comics-scifi-collectibles]

@shopshopshopoholic   I totally agree with you 100%.  This should not have happened.  They should have returned EVERYTHING you shipped AND packaged it back carefully.  

[comics-scifi-collectibles]

@shopshopshopoholic   I have an update for something else you can try to track down the missing item.  

Contact eBay for Business on FB in a PRIVATE message here>  

https://www.facebook.com/eBayForBusiness

Explain what happened and ask them to escalate to the back office AG team.   ( Not the authenticity center)  It's a special department.  

Hope this helps track down the missing item.

[shopshopshopoholic]

Oh thank you so much @comics-scifi-collectibles !!

[comics-scifi-collectibles]

@shopshopshopoholic   You're welcome.  I asked one of our eBay community team members what to do.  I added the eBay for Business part since the agents are more experienced.  

I hope it works out and they at LEAST make a real effort to find the item.