eBay

doggershark · ‎02-14-2019

Buyer bought a jacket from me. It was new with tags, SKU, barcode, brand, copyright information, model number, serial number all still attached to jacket. Buyer messages me after they receive the item. They say they don't like how the jacket feels. They are claiming it is fake. I stood my ground and explained that the feel is not something that I am going to accept a return for and it is a genuine product based on the tag. I called the company and the company confirmed the SKU number that is on the tag matches up with their database and the exact jacket. The buyer opens a return case. I call ebay to try and close it but they explain because it's currently a SNAD, if they escalated it now they would have to force the return. The told me to give it the three days and escalate it then to see if I can get buyer's remorse.

In the open return case, I went ahead and replied back, stating that the merchandise was confirmed in their database based on the SKU. I also asked if the store could send me an email verifying it's authenticity and they said they would if I provided pictures. I sent the store the pictures of the jacket and I am waiting back to get an email confirmation from them.

If I get an email confirmation from the company stating the jacket is indeed authentic, and screenshot that email in the return case, can I win based on buyers remorse and have the case closed? I have won return cases before but it seems like this one is more complicated because they are claiming it's a 'fake.' Is there any hope I can get it closed in my favor with the email from the company? Thanks...

chuckdubre0 · ‎02-14-2019

In my opinion, first you did not make the jacket ,so all you can do is give the very best information you can ,and I feel comfortably that you have done that and more just my 2 cents

a*river*runs*through*it · ‎02-14-2019

@doggershark wrote:
Buyer bought a jacket from me. It was new with tags, SKU, barcode, brand, copyright information, model number, serial number all still attached to jacket. Buyer messages me after they receive the item. They say they don't like how the jacket feels. They are claiming it is fake. I stood my ground and explained that the feel is not something that I am going to accept a return for and it is a genuine product based on the tag. I called the company and the company confirmed the SKU number that is on the tag matches up with their database and the exact jacket. The buyer opens a return case. I call ebay to try and close it but they explain because it's currently a SNAD, if they escalated it now they would have to force the return. The told me to give it the three days and escalate it then to see if I can get buyer's remorse.
In the open return case, I went ahead and replied back, stating that the merchandise was confirmed in their database based on the SKU. I also asked if the store could send me an email verifying it's authenticity and they said they would if I provided pictures. I sent the store the pictures of the jacket and I am waiting back to get an email confirmation from them.
If I get an email confirmation from the company stating the jacket is indeed authentic, and screenshot that email in the return case, can I win based on buyers remorse and have the case closed? I have won return cases before but it seems like this one is more complicated because they are claiming it's a 'fake.' Is there any hope I can get it closed in my favor with the email from the company? Thanks...

No, Ebay does not look at any of that.

For your own sake and Ebay account accept the return now. Do it as soon as you can.

This is a battle you will not win.

BTW, that brand is counterfeited. Not saying your item is a fake, but you should know that when most items are counterfeited, the items come with fake tags, SKUS, paperwork, labels etc...

I'm assuming you bought it at an authorized retailer?

castlemagicmemories · ‎02-14-2019

The claim that this is a fake (SNAD) comes under the MBG, get the item you ordered or your money back, which overrides a no return policy. You would be wise to accept the return.

albertabrightalberta · ‎02-14-2019

I'm gathering from how you worded your post that you didn't purchase the jacket from an authorized retailer and you don't know for sure that it's authentic. Just because tags are (seemingly) correct for the item doesn't mean the item is authentic or even that the tags are authentic.

I have no idea whether your Men's Arc'Teryx Atom LT Hoody Jacket Black Size Medium New with Tags MSRP $259 is authentic or not but since you don't either, my suggestion would be to accept the return and verify authenticity before relisting it. You can either get a professional authentication (for a fee) or if the manufacturer supplies something, use that.

But again, for this case, you need to accept a return or possibly risk the buyer getting a refund (from your money) plus getting to keep the jacket (since you don't want the return).

albertabrightalberta
Volunteer Community Mentor

alli*kat · ‎02-14-2019

Here is a discussion over counterfeit Arc'teryx. I am not familiar with the posters discussing authenticity except for river but it was interesting.

https://community.ebay.com/t5/Fashion/Counterfeit-Arcteryx-Cerium-LT-Hoody/m-p/29133403#M95077

slippinjimmy · ‎02-14-2019

@doggershark wrote:
I sent the store the pictures of the jacket and I am waiting back to get an email confirmation from them.

First, I doubt you'll get a reply, even if you did don't expect anyone to authenticate a jacket from a photograph.

And as other have mentioned, eBay could care less about your pics and your email, they have no way of knowing if the item sent is the one you took a picture of.

FYI - "feel" is one of the ways to determine authenticity, high quality products use high quality materials, I can tell the difference between cheap nylon and high quality nylon by touch.

Of course the buyer may think there is something wrong because it doesn't feel like others that have come across, manufacturers change materials constantly so it's not always a valid test.

Just accept the return, if you don't you will be worse off.

Paranoia strikes deep
Into your life it will creep

m60driver · ‎02-14-2019

First rule of retail: take your first loss. Sometimes it might be just breaking even and sometimes it might be refunding a return. The counterfeit issue is a moot point. Shipping on that jacket would not have been too much. If you contest this you risk losing both your money and your inventory. Do the math and look at your average sales to see how many sales you would need just to net back your investment? Those also become lost sales.

orangehound · ‎02-14-2019

We deal a lot in Arc'teryx ... and, yes, that is a brand that attracts counterfeiters. But, from your photos, they all look consistent with a genuine coat.

I would normally just take a return if a customer is unhappy with it, and refund and be done with it simply because I don't want to risk a seller defect ... but, with a counterfeit claim, I'm fighting it with all my strength simply because I do not want to have a counterfeit judgment on my record. Those sort of black marks can get an account banned.

That said, if eBay says you have to take the return before arguing the case, then take the return and argue your case once it gets back ... I don't even care if the money is refunded if they'll just waive the seller defect. My single objective would be to not get a seller defect for a counterfeit.

doggershark · ‎02-14-2019

Wouldn’t just accepting the return make it so I would still get a defect and have it so the buyer can leave a negative that sticks? At least with fighting it out, there is a chance for buyers remorse so they cannot have a negative stick for this transaction? I mean, it sounded like according to eBay they said the buyer has to indeed prove it is fake.

neande2007 · ‎02-14-2019

@doggershark wrote:
Wouldn’t just accepting the return make it so I would still get a defect and have it so the buyer can leave a negative that sticks? At least with fighting it out, there is a chance for buyers remorse so they cannot have a negative stick for this transaction? I mean, it sounded like according to eBay they said the buyer has to indeed prove it is fake.

noI and yes, but the buyer could leave a neg anyway

The buyer has to prove nothing and the seller can prove nothing

a*river*runs*through*it · ‎02-14-2019

@doggershark wrote:
Wouldn’t just accepting the return make it so I would still get a defect and have it so the buyer can leave a negative that sticks? At least with fighting it out, there is a chance for buyers remorse so they cannot have a negative stick for this transaction? I mean, it sounded like according to eBay they said the buyer has to indeed prove it is fake.

Once again Ebay CS is wrong. The buyer doesn't have to prove squat.

Take the return.

doggershark · ‎02-14-2019

@orangehound wrote:
We deal a lot in Arc'teryx ... and, yes, that is a brand that attracts counterfeiters. But, from your photos, they all look consistent with a genuine coat.

I would normally just take a return if a customer is unhappy with it, and refund and be done with it simply because I don't want to risk a seller defect ... but, with a counterfeit claim, I'm fighting it with all my strength simply because I do not want to have a counterfeit judgment on my record. Those sort of black marks can get an account banned.

That said, if eBay says you have to take the return before arguing the case, then take the return and argue your case once it gets back ... I don't even care if the money is refunded if they'll just waive the seller defect. My single objective would be to not get a seller defect for a counterfeit.

Hey, thanks for posting. I’ve seen you around when I lurk. Do you think having just one counterfeit claim against me without the buyer proving it would truly get me banned? According to what they were saying, he has to prove it’s not real.

doggershark · ‎02-14-2019

@a*river*runs*through*it wrote:
@doggershark wrote:
Wouldn’t just accepting the return make it so I would still get a defect and have it so the buyer can leave a negative that sticks? At least with fighting it out, there is a chance for buyers remorse so they cannot have a negative stick for this transaction? I mean, it sounded like according to eBay they said the buyer has to indeed prove it is fake.
Once again Ebay CS is wrong. The buyer doesn't have to prove squat.

Take the return.

Okay, but one other thing. Isn’t taking the return basically admitting “yeah he’s right, it’s a fake” which could result it in me banned?