Authenticity Guarantee Needs Serious Revisions

[pinkpalmtreeconsignment]

eBay meant well with this program but it has backfired big time! I’ve lost two Louis Vuitton bags in the past month due to the third party authentication process. Yes my buyer was refunded and no it didn’t come from my sales BUT two beautiful bags never got to my buyers, who obviously wanted the bags. It hurts business! I’ve lost sales because buyers want to “opt out” of this process due to the horror stories they’ve heard from other buyers about damaged and lost items. EBAY, THIS IS A FLAWED PROGRAM AND NEEDS IMMEDIATE REVISION! When we sellers lose customers so do you!! 

[bonjourami]

You mean the bags were deemed as fakes? Whats flawed about that?

[sextons-sweet-deals]

curious question!

You state you lost two bags.  Were they not sent back to you from the third party? 

[dhbookds]

I’ve lost sales because buyers want to “opt out” of this process due to the horror stories they’ve heard from other buyers about damaged and lost items

Previous to this program, you don't think that there were buyers who were afraid to purchase because they heard stories of "fakes" on ebay? 

So what "revisions" do you think are necessary? 

[lacemaker3]

There's a little more to the story, in this post that was never answered.

https://community.ebay.com/t5/Ask-a-Mentor/Anyone-else-having-issues-with-Authentication-Process/td-...

Apparently, the bags were lost. Not determined to be fake, but just lost.

[pinkpalmtreeconsignment]

Yes. To be clear, I sold an LV bag on two different occasions and both times it was lost. The first time, the bag literally sat on a Fed Ex plane for two weeks (according to Fed Ex) and the once it was delivered it was water damaged and ruined because the bag was not packed well according to buyer. The second time, tracking showed it was being inspected and after not moving for two weeks, it was deemed lost. Also, I pay for expedited shipping with signature and eBay sends it out after authentication via Fed Ex saver. This is my problem. The same care in packing and shipping that I use to send my items to buyers is not carried through by eBay. I’ve had other items that were passed through and were fine but buyer complained of poor packaging for such an expensive item. 

[pinkpalmtreeconsignment]

I most certainly think buyers were leery of buying fakes thus the benefit of authentication. However, due to the occasions when the item is repackaged or passed through with inferior shipping methods AFTER inspection, buyers want the OPTION to have it sent to authentication service instead of the requirement of sending it there first. Does that make more sense?

[pinkpalmtreeconsignment]

The bags were not deemed fake. It’s not about that. It’s about the method and packaging the third party employs after verifying and then sending through to the buyer. Also, the item that was lost at the authentication service is a concern. As I said, the concept is not flawed but the process needs work. 

[pinkpalmtreeconsignment]

One bag arrived very late to the buyer but was water damaged. The other was lost at the authentication service. So no, they were not sent back to me.

[dbfolks166mt]

     Requesting a little clarity on the "lost". Did the bags make it to the third party authenticator and were lost during the inspection process? Did the authenticator pass the bags through inspection and forward them on to the buyer and they were lost in transit? 

     Since you and the buyer were both refunded I am assuming that the bags were lost, or stolen, somewhere in the inspection facility. That is a problem eBay needs to resolve with the third party contractor that is doing the inspection process. Ultimately eBay is responsible for the actions of the third party vendors it contracts out to for services.

[pinkpalmtreeconsignment]

One bag was lost at facility (and not found as of today) and the other was lost in shipping and then ended up at buyer a few weeks later water damaged. eBay needs to be aware that the third party authentication service that they’re paying to service their customers are making expensive and frustrating errors AFTER item is received and/or sent on to buyer. I really don’t understand why the shipping method I choose is disregarded in lieu of an inferior service. 

[dbfolks166mt]

     I am sure the pencil pushers at eBay are aware of the issues since this is coming out of their bottom line. However it is probably one of those cases of cost benefit analysis where the benefits of the authentication program produce more positive results for eBay than the occasional loss they have to pay for. Only when the financial loss or the damage to eBay's reputation become significant enough will eBay then take some type of action.

[bonjourami]

Then I apologize..but your post was confusing.

[albertabrightalberta]

I'm so glad ebay made you whole but sadly, the buyers aren't satisfied because it's not refunds but bags that they want.

In ebay's buyer-centric world, you'd think they'd realize that it's the buyers who aren't happy! 

[luxury_handbags@ebay]

Hi @pinkpalmtreeconsignment Thank you for bringing this to our attention and we are sorry to hear about your experience. We are working very closely with the carrier to ensure items arrive on time, and in the best condition, and we will continue to share feedback directly with them to get this resolved and improved go forward.

Thank you for your feedback, feel free to reach out directly via PM or on the community board if the issue continues.