Authenticity Guarantee rejected my “New with box (open box; box damaged)” shoes as “not new”

[mach5b]

Hi all — looking for help from experienced sellers or eBay staff on appealing an Authenticity Guarantee decision.

I sold a pair of Hoka One One Women’s Bondi 8, size 7.5W. The listing was clearly “New with box,” and I explicitly disclosed “Open box (box damaged). See all photos for condition.” I included comprehensive photos: clean uppers and insoles, sharp unworn outsoles, and the OEM cardboard inserts. The item went through Authenticity Guarantee and was verified authentic, but the decision says the condition is “not new” and “doesn’t match description or photos.” No comparative photos or specific defects were provided in the decision.

• Item: 205652501568

This feels subjective without evidence. (and gives me serious pause doing it again) If there’s a problem, I’d expect authentication-center photos highlighting the exact issue so I can understand and improve. I’ve now spent an hour trying to find the correct appeal path/contact and came up short.

Questions for the community/mods:

1. Is there a specific appeal process/link for sellers to challenge an Authenticity Guarantee “condition” decision, especially when it cites “doesn’t match description or photos” but provides no photo evidence?

2. Where can I request the authentication-center photos and a written rationale tied to eBay’s condition policy?

3. Does this type of decision impact seller metrics, and how do I ensure my 100% rating isn’t affected while this is under review?

I appreciate any direct links, steps, or best practices. Thank you!

[mach5b]

 Evidence from my listing photos

• Photo 1 (overall, lateral view): Uppers are clean with uniform mesh texture; no scuffs, stains, or fraying. Midsole foam appears unmarked with crisp paint edges—no abrasion consistent with wear.

• Photo 2 (overall, medial view): No creasing along the vamp or quarter panels; logos intact with no rub-off, consistent with unworn condition.

• Photo 3 (toe box close-up): Mesh is taut with no wear creases; toe cap shows no scuffing or discoloration.

• Photo 4 (heel counters and collar): Heel counters are clean; collars show no linting, matting, or compression consistent with foot entry. Stitching is tight and uniform.

• Photo 5 (insoles/top-down interior): Insoles are pristine—no imprinting, discoloration, sock lint, or compression that would indicate use.

• Photo 6 (outsoles—left shoe): Tread edges are sharp with mold nibs visible; no smoothing, dirt, or embedded debris. No heel or forefoot abrasion.

• Photo 7 (outsoles—right shoe): Same as left—no wear patterns, dirt, or discoloration. Tread siping is crisp.

• Photo 8 (midsole and sidewall close-up): No compression lines or dents; sidewalls are free of scuffs or transfer marks.

• Photo 9 (tongues, labels, laces): Factory-clean tongues and labels; laces are clean, not frayed, and show no signs of relacing or stretching.

• Photo 10 (cardboard inserts included): OEM cardboard shoe inserts present and properly shaped—typical for new footwear and rarely retained if worn.

• Photo 11 (pair top-down): Symmetry in shape with no deformation; footbeds look fresh and uncompressed.

• Photo 12 (box condition): Box shows damage consistent with “Open box (box damaged)” disclosure. Box condition issues are already disclosed and not indicative of shoe wear.

[buyselljack2016]

don't do any of that stuff, but..............................  is a damaged box ........  NEW?

[gone.c-33]

I wouldn’t call putting “(box damaged)” on the last line of your description explicit.

The shoes were listed at a pretty low price point but still, I would highlight any damage to an item going to the authenticators by mentioning it in the listing title, and clearly outlining the damage in the description, in a separate paragraph so it stands out. 

You most likely won’t get a response from eBay staff as these boards are mostly for eBay members to help out other members.

[chapeau-noir]

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@buyselljack2016 wrote:

don't do any of that stuff, but..............................  is a damaged box ........  NEW?

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You can have perfectly new shoes in a damaged box, though - seriously, I run distance and purchase shoes four pair at a time because I wear them out, and periodically will get a mashed box because I get them on sale. 

[orangehound]

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@mach5b wrote:

The item went through Authenticity Guarantee and was verified authentic, but the decision says the condition is “not new” and “doesn’t match description or photos.” No comparative photos or specific defects were provided in the decision.

• Item: 205652501568

This feels subjective without evidence. (and gives me serious pause doing it again) If there’s a problem, I’d expect authentication-center photos highlighting the exact issue so I can understand and improve. I’ve now spent an hour trying to find the correct appeal path/contact and came up short.

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Looking at the photos, I would agree with authenticity.  The shoes are not new ... there appears to be soiling on the soles, consistent with a try out walk or maybe light run. 

Lightly tried-out shoes are now "used" ... you listed the shoes as "new" ... and, even "open box" would not be appropriate (Open box means new, but damage to packaging, seals broken, etc. ).

By the way, I deal with a lot of shoes in this "near new" condition, including Hoka One Ones.   They are listed as used, but with a light try-out.  Consistently, a Bondi in this condition will sell for over $100 + shipping within 30-60 days, which is probably more than you got.

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Also, I hate the authenticity program because it adds cost for the buyer, and I believe I'm just as competent with judging condition and authenticity as their "experts".  There are ways you can list so as to avoid it.

[luckythewinner]

1. Is there a specific appeal process/link for sellers to challenge an Authenticity Guarantee “condition” decision, especially when it cites “doesn’t match description or photos” but provides no photo evidence?
   I am not aware of one. 
   
   

2. Where can I request the authentication-center photos and a written rationale tied to eBay’s condition policy?
   I am not aware of anyplace. 
   
   

3. Does this type of decision impact seller metrics, and how do I ensure my 100% rating isn’t affected while this is under review?
   Which seller metrics?  It does not affect your 100% feedback rating unless you get a negative feedback. Did you?

[chapeau-noir]

I'm a little bemused that Hokas even need to be authenticated - I know that some are faked, but they're bog standard running shoes, good reliable shoes absolutely, but regular running shoes. I took a close look at the photos, which are very clear, and on enlargement see wrinkling on the vamp of one of the shoes and very light soiling (you can't get away with anything with light soles) on the soles. 

But it's SO slight - many running stores allow people to take a short run in shoes. They look like shoes that were in the store and surplussed out, beat up box and all, after being display model or whatever. Pre-owned, excellent condition with only shop use/try on. But I don't know where they came from so it's just a suggestion. 

@mach5b You could try talking to the customer service reps on X or Facebook for next steps (if there are any - it seems that authentication of shoes here is a beast unto itself - it's why I sell my shoes elsewhere).

[m60driver]

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@mach5b wrote:

This feels subjective without evidence.

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Yes, of course there is a subjective element to grading and authenticating.  But having an item rejected is not that uncommon and there is nothing you can do so just move on.  It is just business so don't take it personally for more than 10 seconds.

[chapeau-noir · Accepted solution]

@mach5b You'll sell the shoes, no doubt, particularly in a wide. I would simply list them as pre-owned/excellent with just very light shop use (or depending on your source). I've sold a number of my own pair of running shoes which I've done maybe a few miles in and realise they won't work, and just sell them on for good $$, being clear about their condition. 

[thehustlebee]

I don’t think there’s a way to actually get photos from AG after a condition rejection. I’ve tried before, no luck.

Honestly, I wish it worked more like GOAT… they’d at least send a quick “here’s the issue” photo and offer the buyer a small discount to keep the sale moving. Sometimes it feels like the seller gets left in the dark.

And yeah… I’ve had the same thing happen with Hokas. Maybe it’s just because they’re so ugly they look used no matter what, LOL.