eBay

goodmansantiques · ‎09-28-2023

After getting notice that a beautiful emerald necklace failed inspection due to there being damage to the item that wasn’t included in the listing, I called eBay. The damage was clearly noted and photographed in the listing. eBay representative tells me that they see that was not the reason for the failed inspection, they further explained that the inspector reached out to the buyer to make sure they were aware that the item had damage and the buyer asked to cancel the sale. I asked why wasn’t I told this instead of the message that I received? I was told that it was a generic message and that was not the reason for the failed inspection. My defense is that the item DID NOT FAIL the inspection. I also have concerns that the eBay inspector possibly caused me to loose the sale because they may have made my buyer think I had understated the damage in some way. It may have came across to them that eBay was protecting them from me. This is unfair and unacceptable!!! Why aren’t we as sellers included in any messages between the buyer and eBay? They don’t let us to have conversations with buyers that they aren’t aware of, so why are they entitled to do so? All I got out of my experience with the inspection process is a hassle and my credibility put in question. I have been a seller on this platform for 20 years and sell vintage, rare, collectible items. All of my items are used so I have to make sure I include details of every flaw and make sure I leave out nothing. I want eBay to understand that sending a generic message with a false statement about why an item is being returned to me is not acceptable and I feel we as buyers should be included on all correspondences with our buyers.
What are your thoughts?

frugalmarketplace · ‎09-28-2023

I just looked at your necklace, and I don’t blame you for being angry. It is as clear as a bell and your picture show exactly the condition.

kalyoth · ‎09-28-2023

When you receive it back, I am curious to know if the damage is more than what you had in the listing.

12345jamesstamps · ‎09-28-2023

Authenticity guarantee means usually no returns...so they contacted buyer because they are afraid to sell it. And these authenticity people are usually people from a third party.

Gia-Gemological Institute of America I guess is where it went..

I looked up for fun LOL about watches and they go to Stoll & Co. to authenticate which is basically a watch repair shop in Dayton, Ohio. Anyway, they had "yelp reviews" and I have to say they were rather awful reviews about eBay...from eBay sellers.

Maybe the authenticity person was afraid to make a wrong decision.

jklfindings · ‎09-28-2023

I would bet it is over the description of "a very small chip" that was used. I would say more accurately, "a massive chunk" of the emerald is missing. The authentication guys get very nit picky over details like that. If you get a rejection like this, always give eBay a call and ask to speak with the authentication center. They will put you on hold and connect you with someone a bit more knowledgeable, who can actually se the authenticators notes. The reasons you get back in messages are always very vague.

tobaccocardyahoo · ‎09-28-2023

Yes - your picture shows the problem.

No - your choice of words minimizes the problem.

If there was not an authentication process, your sale might have gone better, but a professional will consider both your pictures and the words you used to minimize the seriousness of the problem.

The authentication process requires seller retraining and limits the puffery associated with selling many products.

The need for the authentication process is clear, Ebay's growth has been limited because of lack of trust in Ebay sellers. Although you have provided enough information in your pictures to make an informed decision about whether to buy, you have presented the defect in a better light than appropriate with the words you used.

It has gotten harder to sell on Ebay with the requirements of a mature internet.

reallynicestamps · ‎09-28-2023

eBay representative tells me that they see that was not the reason for the failed inspection, they further explained that the inspector reached out to the buyer to make sure they were aware that the item had damage and the buyer asked to cancel the sale.

Did you talk on the telephone or did you "Chat" on social media?

The phone reps have a terrible reputation for getting you off the phone as soon as possible even if that means giving you the advice you want to hear instead of the advice you need to have.

 https://www.facebook.com/eBayForBusiness/ — Message button in upper right on landing page.
 https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851 -> Automated Assistant, type AGENT -> enter. You will then get more options.  
The social media Chat accounts are covered by trained eBay employees with some authority.
And you get a transcript so you can compare what you heard with what you were told.

Because transcripts are a "permanent record" reps are more careful about what they tell members.

mam98031 · ‎09-29-2023

@goodmansantiques

I am no expert on this subject. I was just shocked however that you said the Authenticator, a 3rd party hired by Ebay, contacted YOUR buyer. "... they further explained that the inspector reached out to the buyer to make sure they were aware that the item had damage and the buyer asked to cancel the sale."

Is this normal?

devon@ebay

elizabeth@ebay

kyle@ebay

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

jklfindings · ‎09-29-2023

Most likely an outside rep not understanding the process, and trying to get the OP off the phone as quickly as possible. If you've ever had anything rejected by the authentication program... it's a quick "your item didn't pass" 1 minute later funds are on hold, and a minute after that a FEDEX label and tracking number for the return item are provided. It's surprisingly quick. I've had a few things come back in the past year, and my buyers are always in the dark about why. And thats over something that would be considered a minor listing discrepancy or mistake. This is not that.

All in all the authentication program has been helpful. Yeah, it stinks when something comes back, but people are getting a lot more confident buying high dollar pieces, that would normally just sit. As stated above, there's a learning curve with sellers. You can't inflate descriptions anymore. 5% of a stone missing, is not a small chip. Carat weights have to be on point. And gemological grading skills need to be present to sell expensive jewelry.

devon@ebay · ‎09-29-2023

@mam98031 wrote:

@goodmansantiques

I am no expert on this subject. I was just shocked however that you said the Authenticator, a 3rd party hired by Ebay, contacted YOUR buyer. "... they further explained that the inspector reached out to the buyer to make sure they were aware that the item had damage and the buyer asked to cancel the sale."

Is this normal?

devon@ebay

elizabeth@ebay

kyle@ebay

Hey @mam98031! This is something that can be done by the authenticator when it comes to damage that is seen during the inspection process of the item. They can reach out to the buyer and let them know of their findings and give the buyer the option to keep it or have it returned back to the seller.

Devon,

mam98031 · ‎09-29-2023

Wow. I personally don't like that. Which just makes me happy I don't sell stuff that I need to use the service for. As the seller I'd want a transcript of exactly what was said to MY customer. But I know that isn't likely to happen.

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

spark-chaser1 · ‎09-29-2023

Based on what I generally see on the boards regarding problems with "authenticators", I'm almost inclined to agree with sellers on these.

Who vets the authenticator? Are they well- known experts in each individual category or are they just arbitrarily "people who know stuff"?

In this case, it really is unsettling that the authenticator can just directly contact a buyer without at least doing the courtesy of letting the seller know. In my opinion, it really does cause a huge rift between the buyer, the seller, eBay and the authenticator when there isn't common communication at a time that there surely NEEDS TO BE.

It would seem to me that the ensuing cross-talk creates unneeded stress and a sense of distrust that helps no one involved in the transaction.

jewelbiz · ‎09-29-2023

I’ve been a seller of fine jewelry on eBay since 1998 and yes! I’m a known New York City emerald expert.

It used to be that a possible buyer of an expensive jewelry item would look up one’s feedback and make an informed decision themselves. I don’t think that now with the authentication requirement I would list my gem emerald and diamond 18 karat gold necklace for sale on eBay or any item required to be authenticated to be sold because the process seems too complicated and problematic. The original feedback system for maybe 25 years worked very well this original way.

fashunu4eeuh · ‎09-29-2023

@goodmansantiques

Your experience is why i tend to avoid listing items on eBay requiring the authenticator. It is an opportunity for sometimes-needless interruption of the transaction.

That said, when weighing the risks and benefits of selling high-priced jewelry on eBay, the authentication process does sometimes conclude with the seller getting top dollar for his item.

I agree that the seller should be privy to all communications between eBay and the buyer. That is just good common sense. But attempting to get this acknowledged by eBay is likely a waste of your time. eBay is a buyer-centric platform and is highly unlikely to change its practices.