Buyer opened a return case stating my item is a counterfeit

[doggershark]

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...

[divwido]

Why did you just not take the return?  You don't win, you are not voted right.  What a waste of time and energy when all they want was to return it.

[slippinjimmy]

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@doggershark wrote:

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@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.

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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.

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There won't be any counterfeit note in your file unless you continue to refuse the return. eBay will step in if the buyer asks, then you get a defect and a return for "counterfeit" in your file.

One counterfeit return won't affect you at all and accepting a return is not admitting it's a fake.

[castlemagicmemories]

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@doggershark wrote:

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@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.

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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.

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No, he does not have to prove it's not real.

[gopetersen]

Buyers will say anything to get out of paying return shipping.

If you get the authentication information from the company, you might be able to win your eBay case so that it's not SNAD.

I had a buyer claim Not as Described on a garment and after I had paid the return shipping and had paid the refund, the buyer admitted to being bigger than the measurements in the listing.

[orangehound]

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@doggershark wrote:

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@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.

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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.

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I don't know eBay's internal policies with respect to a counterfeit MBG claim ... they may simply treat it like any other MBG claim.  However ...

• Multiple VeRO claims against an account for counterfeit goods will get it banned (VeRO is different than a MBG claim).
• I have seen one user who appeared to get banned due to multiple complaints from buyers about counterfeit products.
• Amazon has a low tolerance for sellers of counterfeit goods, and eBay is mimicking most everything they do.
• Counterfeit goods on eBay are a huge problem.

With today's policies, I don't think a single counterfeit claim will cause eBay to terminate an account ... that is, I've never heard of it.  But, even if eBay doesn't do much with counterfeit sellers today, they are constantly updating policies ... and they are known to suddenly create and enforce new policies ... just as they did with dropshipping about a month ago.