Buyer claims item doesn't seem authentic... What are my options?

[kikione99]

Hi all,

I think I have encountered my first scammer I have ever dealt with. I’ve read up on similar threads on here and know that eBay almost always sides with the buyers in these situations, but mine is different than any that I have seen. I sold some art prints to this buyer a couple of weeks ago. I do not offer returns on any of my listings but now this buyer has opened a return request for these prints under the "Doesn't seem authentic" reason and added comments saying, "I have recently been scammed by eBay sellers and no longer trust items on eBay to be legitimate nor eBay to protect me against scams". If the buyer feels this way, then why has he/she decided to continue buying on eBay after being supposedly scammed. It seems that the buyer has also opened a case with eBay potentially because I received a message from eBay stating that the buyer has made a return request and it gives me the next steps. In this message it says the buyer claimed that the item was not as described. Does this mean that a case was opened with eBay or is this still just at the return request level?

Here is where my story is different from the others that I have read. After receiving this return request, I checked out this buyer feedback. They have 958 ratings and 100% positive feedback, but I looked through their recent feedback as a buyer and in the past month alone there are 4 ratings that claim this buyer to be a refund scammer. I wish I had checked feedback prior to shipping but I didn't think anything of it because of their overall feedback rating. I went ahead and reached out to one of the seller's that left one of these ratings warning of refund scamming and he stated that he also sold this buyer an art piece and they claimed it wasn't authentic as well. He went on to say that another seller messaged him yesterday about the same thing that I was messaging him about. He talked to eBay over live chat, and they said they would be looking into their account and that once the refund request expires, he will get his funds back. Both the seller that I messaged and the seller that messaged the seller I was talking to reported the buyer for claiming the item wasn't authentic when it actually was.

I was wondering if this changes the possible outcome in anyway. I am hoping that with eBay supposedly looking into this account something may be done. I am planning to report the buyer as well, but I was not able to find the option to do so in the return request page. Do I have to reply to this return request before I can report this buyer? The seller I talked to said he responded to the return request with a partial refund for $1 so I was thinking I would have to respond before I could report the buyer.

Should I contact eBay too to express my concerns in hopes that they will realize there are a few people that are dealing with the same thing and that this buyer is a scammer or possibly reach out to them and open a case since my situation is different from the others that I have seen?

One thing that I am not entirely sure about after researching is whose responsibility is it to prove that the item is authentic or fake if this were to escalate? The buyer or the seller?

I was thinking about responding to the return request with a message to the buyer saying something along the lines of what steps have you taken to verify that this product is not authentic as you claim? I am not entirely sure what the best route to take here and any advice would be greatly appreciated.

[alcoforever]

You only have one option.   Send the buyer a prepaid return label and refund when you get the item back.

[iart]

Summing up and to answer one of your questions, it is up to the seller to prove authenticity to the buyer's satisfaction. You don't have to offer any more proof than what is needed to make the buyer happy. If the buyer isn't happy? Promptly accept  return. A negative feedback is bad. A negative feedback claiming that you're selling a non-authentic item is far worse.

I doubt ebay will side with you but I think you have a better case than others - given what the sellers you connected with claim. You might find a sympathetic CS rep. Maybe. But you're putting a lot of time and worry into this and it might all be wasted. 

[kikione99]

There are two reasons I would like to avoid this if possible:

1. Given the feedback ratings from other sellers saying this buyer is a scammer, how can I trust that I will receive back the same item I sent and not an empty box or a different item? If this were to happen what are my options? Would I be out of my money and product?

2. The shipping for this item is expensive, around $40. 

If I were to open a case with eBay what would the likely outcome be? Would there be a difference in the outcome if I were to open a case first as the seller versus the buyer opening a case?

[kikione99]

Thank you for the response. I know myself that the item is authentic but have no means to prove that the receipt I have for it is for the item I sent to the buyer. I do not believe the buyer would be happy with any of my attempts to provide any proof of authenticity. I had my order confirmation email attached as one of the pictures on the listing. 

What powers do CS reps have in these types of scenarios? If I were to find a sympathetic one that wants to help me would they be able to solve this issue in it's entirety by canceling the return request or closing an eBay case? If not, what are they able to do?

As I stated in my reply to the other commenter, given the sketchy feedback and interactions I've had with these other sellers, it seems to be a sure thing that this buyer is a scammer and I don't want to go ahead and approve the return and not get back the same item I sent as then I would be out of my money and item. 

[bonjourami]

Sellers cant open a case against a buyer..and any time a seller asks Ebay to step into a case, Ebay will immediately close the case, refund, and the seller doesnt get his item back.Do as the others suggested, respond with return for refund and provide a return label.

[garygsguitars]

Let the buyer know you're onto them, give them the lowdown that you know what's going on and that that previous sellers he's scammed have turned him in and you plan on doing so also if he doesn't lay off. Might work, might not.

[ittybitnot]

 whose responsibility is it to prove that the item is authentic or fake if this were to escalate? The buyer or the seller?

@kikione99 

Nobody really.  All that the buyer has to do is pick from the return menu a "not as described" reason. Does not appear authentic is one of them.  It does not matter if it is the truth or a lie, no documentation is required.  It is an automated process, and for all intents and purposes your item basically becomes "not authentic" as far as ebay is concerned.  It doesn't matter what you say or what the buyer says.  The wheels are set in motion and nobody can or will change that.

You pay to maybe get your item back, refund, report the buyer,  and then you can appeal.  When you do that, you can mention the pattern with the other sellers.  In all likelihood the appeal will be denied. 

PS:  All buyer IDs have 100% good feedback.  A positive is all anyone can leave.  A negative comment with the green donut is not allowed, and will be a policy violation should the buyer complain. 

[kensgiftshop]

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@kikione99 wrote:

Should I contact eBay too to express my concerns 

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Only if you want to refund the buyer without getting the prints back.

You never want to get Ebay involved until the item is returned and buyer has been refunded.

[kensgiftshop]

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@kikione99 wrote:

If I were to open a case with eBay what would the likely outcome be?

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They'll probably refund the buyer from your account and let them keep the prints.

[jonathankirkland]

First of all, and as unfortunate and sad as it is: sellers have NO recourse here. Your only option is to accept the return. If you don't and ebay steps in not only will you lose the item and the money but you'll get a defect. If you get just 3-4 of those you'll be forced off ebay basically.

My question is though what exactly is he scamming? Is he actually returning the items, or returning empty envelopes and keeping the stuff or what? HOW is he scamming the sellers?

Secondly, those sellers who left feedback calling the buyer a scammer are violation of ebays feedback policies. If the buyer was smart enough and/or cared to, he could have all of those removed, and nobody would be any the wiser as to what he's doing.

We can only hope that he opens too many cases and ebay revokes his MBG. Something I've heard is possible but haven't heard too much about actually happening.

Additionally, if you can follow up on 'what' exactly he's doing to scam, it would help to provide more info on how to proceed. If, for example, he's returning an empty envelope or blank pieces of paper or something, returning anything EXCEPT what he actually bought and he did this to you and the other sellers, then all of you should report him for mail fraud to your local PD and his local PD, and also let the post office know.

[kikione99]

Thank you all for your input, it's greatly appreciated. 

It's unfortunate how eBay gives the seller no options in events like these. I will not be contacting eBay to open a case.

I was wondering if I was to respond to the return request with a message to the seller (one of the available options), would that close the return request and not let me accept the return later if contacting the buyer doesn't go well? I want to know because I would be willing to give what Garysguitars mentioned a shot, letting the buyer know I am onto him. What are your guys opinions on at least giving this a shot before accepting the return? Could this make the situation worse?

I am not sure exactly if this buyer is returning empty boxes back to the sellers or what is happening but I know that one of these other sellers I messaged sold this guy the same art print that I did which I find suspicious. Why would he want two of the same prints? Not sure if this could possibly point to anything. I would assume that this buyer is opening return requests and then sellers are reaching out to eBay because of false claims that the item isn't authentic and then the buyer is hoping to get to keep the prints and get refunded just as you guys mentioned would happen if I was to reach out to eBay as a seller. 

If the buyer is sending back empty boxes instead of the item or something that is not what you sold, what are the chances of eBay actually helping me out in a situation like this? I am assuming they wouldn't do much because I do not have physical proof of me sending what I advertised such as videoing myself packaging the item up or something along those lines. 

[kikione99]

Update: 

Both sellers that I was in contact with both had their return requests cancelled by the buyer. One of them messaged the buyer saying he reported him to eBay and will be filing a police report. Seems like that might've helped him get out of this **bleep** situation. I may try and message the buyer as well.

[bargainnation]

If you sincerely believe the buyer is a scammer by all means report them to eBay so that hopefully this buyer won't be able to fly under eBay's radar to keep pulling the same scam on other sellers.

In the meantime accept the return and refund the buyer when they return your item (hopefully it is the same one you shipped to them and in the same condition).  Also, add this buyer to your BBL.

[ascend_shop]

Hi there. I was wondering what the final outcome of your battle with that scammer buyer was. I am possibly dealing with a similar case currently, and wanted to ask for your opinion, and not be discouraged by all the negative comments by other buyers. 

I would greatly appreciate your advice here. 

Thanks a bunch in advance.