I just got a request for item doesn't seem authentic. Any help?

[elhoardo]

I sold someone some computer software.  It's the original retail packaging with the discs and you can see the hologram on them showing that they're authentic.  The software is fourteen years old and can be certified with the hologram and the numbers on the inner ring of the software. 

This item was sold by Ebay GSP and the help says that there is no support for returns.  That the buyer would have to pay for their own shipping as ebay doesn't have a way to print a shipping label and deduct it.

However I think the're abusing the "doesn't seem authentic" in the returns and abusing returns.  This is something that is easily verifiable in how to verify the item.  

Is there anything I can do regarding the GSP returns?

[dbfolks166mt]

      Do you mean the software was shipped by the GSP and not sold? If the GSP shipped it what country did it ship to? If you sold the item and used the GSP then eBay actually would have sent the invoice to the buyer which would have included the price of the item, your shipping cost and whatever the GSP calculated for the international shipping leg. They would have done any customs paperwork required. 

     Has the buyer filed a SNAD claim or are they just fishing?  If they have filed the GSP acts like a freight forwarder following is some information regarding the GSP. There  are a couple of important notes about buyer feedback and a little bit about returns but they are not very clear on that. However, I don't believe the GSP is setup to handle returns the buyer will have to send that directly to you and purchase their own return shipping label I believe. I am not sure the GSP is going to refund the buyer for the international shipping cost nor is customs likely to refund any customs fees collected. 

     This one may be worth a online chat with either the GSP or eBay tech support. 

https://www.ebay.com/help/selling/shipping-items/setting-shipping-options/global-shipping-program?id...

[elhoardo]

Hi there.

Yes the software was sold and it was shipped through GSP.  The buyer told me they were in Canada but I didn't know that as ebay only told me to send it to Kentucky.  

The buyer filed a request and the reason they used was "Doesn't seem authentic".  They didn't use SNAD.  

I just got off the phone with ebay and they said they aren't equipped to do returns for GSP.  They said the buyer would have to send the item with their own shipping label at their expense.  I honestly doubt they would get any refund from GSP or international customs.

[femmefan1946]

You sold a New in Box, sealed, vintage item.

It was paid for and shipped by GSP.

The buyer is claiming Not As Described.

Now.

Is this a formal NAD dispute through the Resolution Centre?

That the buyer would have to pay for their own shipping as ebay doesn't have a way to print a shipping label and deduct it.

That is correct.

Parts of the Money Back Guarantee are not included when the shipment is sent via GSP.

I saved this from a discussion  about a similar question from the point of view of the buyer.

FREIGHT FORWARDERS
 
Now -- if the GSP is not involved, but the buyer uses a freight forwarder, does the seller provide Return Shipping from the forwarding address or from the buyer's address?
Oooh this is a good clarification question @femmefan1946! A seller is only required to provide return shipping from the buyer's input address at time of checkout - that goes for any return where a seller provides shipping ('free' returns, etc).
 https://community.ebay.com/t5/Selling/All-Items-Are-Free/m-p/31966203#M1772511
Message #20 from tyler

The GSP is, after all, a Seller Protection program.

Tell your buyer that you will accept the return and refund when you get the item back.

No return- no refund.

Note that he will have to deal with the refund of his own nation's duty and sales taxes himself as you did not receive or remit any of this to his government. Tell him to ask eBay and a GSP specialist for help with this, because he didn't actually pay those import fees, they were paid by the GSP on his behalf. (It's red tape, but not your red tape.)

Remind him that the purchase must be returned in the same condition it was received. Sealed with holograms,etc.

Politely.

Because you catch more flies with honey than with vinegar.

And because hammers exist, if he wants to make sure it is NAD.

Politely-- Captain Malcom Reynolds

[48hrs-clothing]

GSP is a postal service provider and they are contracted to deliver the item to a specific address and nothing else.

It is not a GSP return as they are not the seller and all return cases are between seller and buyer.

Noted that a return case is open on eBay and buyer cited reason" Does not see authentic".

Start by accepting the return request and this will give you a date by which you and buyer can attempt to resolve the issue.

If you do not accept the return then after the date shown on case has passed eBay will issue a refund to buyer and debit your account.

eBay does not / can not force the buyer to returns the item as you are required to provide a label or funds to buyer for return postage and you failed to do this within specified time.

If you have irrefutable/ legal evidence proving that item is authentic then send this to your buyer and ask him to reconsider his return case.

Also ask your buyer to obtain a quote from his local postal service provider for a tracked service to return the item to your address.

When your buyer advises the shipping cost then you can determine whether it is worthwhile having the item returned or is it cheaper for you to issue a refund to buyer and he keeps the item.

You do not state price of  14 years old soft wear and if it was not very expensive then you may consider issuing a refund to close the case  and just report the buyer.

Unfortunately you have no other options.

[ittybitnot]

The buyer filed a request and the reason they used was "Doesn't seem authentic".  They didn't use SNAD.  

@elhoardo 

"Doesn't seem authentic" IS A NOT AS DESCRIBED CLAIM (aka SNAD or INAD).  Since you used the GSP,  you are required to provide MONEY in advance to the buyer since you cannot supply a return shipping label should you want your item back.   Of course, it won't matter what you get back anyway once you front the money for the return. 

Your other choice, of course, is to simply refund your buyer and let them keep the product for free. 

[elhoardo]

@ittybitnot 

The Claims support said that because it was a GSP shipping they cannot print a label.  They said that I could pay for it or the buyer could pay for the return.  They also stated that the buyer will have to send it back if they want a refund.  They will not get their GSP fees or shipping back.  I would only be responsible for the original payment I got.  In all honesty the buyer would lose out on this "return".

What makes me laugh the most is that they used a picture to claim that they're not sure it's genuine yet the picture they posted in the case has the holographic seal on it showing that it's authentic along with the holographic authentication on the disc itself. 

[gjs_16]

Accept the return.

That's what I would do, I can not elaborate further.

[48hrs-clothing]

I would not be concerned as to whether buyer looses out or he does not.

Questions for me are very simple.

How much is the item worth?

How much is it going to cost me to have the item returned?

Is return postage cost more, about the same or much less than what the item is worth?

Decision to be made is do I want to refund now or give buyer the money to send the item back?

You must know that you have very limited options as you are an experienced seller .