Item wrongfully removed as Counterfeit

[printchecks]

This is amazing

Woke up this morning to a take-down notice for one of our listings as Counterfeit.

Here is the unbelievable part. WE are the brand owners.

we are in over 12000 retail outlets, as well as every online marketplace.  #1 selling software in its category on all platforms.

But somehow, we are selling  counterfeit on ebay?

I thought it was a spam message at first, but its real...

Of course there is no way to actually call them, sent them a message lets see how that plays out.

[disneyshopper]

Customer Service on ebay.com, the USA site, is only for members located in the USA and Canada, between the hours of 5am-10pm Pacific Time. Click on HELP & CONTACT at the top right corner of most screens.  Work through the questions.  At the end you can either send a message or use the Call Me option.

If your question does not pertain to your personal account, you can ask your question here.  Lots of experienced buyers and sellers volunteer their time to help members.

[printchecks]

there was no call-me option just send message

there wasnt really a good choice of problems, so i think i chose account issue

[48hrs-clothing]

I had exactly same issue with a brand that I own.

I had a buyer request a return citing reason " Does not seem authentic". 

I provided eBay with a copy of the actual registration certificate and matter was resolved.

Frustrating Yes.

[printchecks]

how did you provide it?

was that from a time when you could actually call someone?

[48hrs-clothing]

Yes I called customer services.

I believe you can still call them through Hep& Contact  on top of seller hub page and then bottom of page contact us.

Then select selling , Appeal a defect. This takes you to chat and you put in Call back , send and a blue tab "Have us call you" should appear with an estimated time for them to call  , Click on this , confirm your telephone number and they will call you.

The whole process takes me less than 15 seconds.

Hope this works.

[popblox]

Send a message to eBay for Business on Facebook at the below link and they should be able to take care of you - include your name, eBay account email address, and zip code (you can also attach photos).

https://www.facebook.com/eBayForBusiness/

If you don't have a Facebook account, create one. 

[katzrul15]

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@printchecks wrote:

This is amazing

Woke up this morning to a take-down notice for one of our listings as Counterfeit.

Here is the unbelievable part. WE are the brand owners.

we are in over 12000 retail outlets, as well as every online marketplace.  #1 selling software in its category on all platforms.

But somehow, we are selling  counterfeit on ebay?

I thought it was a spam message at first, but its real...

Of course there is no way to actually call them, sent them a message lets see how that plays out.

---

That truly is unbelieveable.   If you cannot get someone, post on e-Bay facebook for business - send a message there and hopefully someone will work to assist you.

Goodness.  Zero ability to connect the dots. 

[pikabo-icu]

@printchecks 

I'm very sorry to read this.

I'm glad eBay is taking action on counterfeits but sadly, looks like you got false flagged in the process.

One thing this does prove is something I've known for years: A counterfeit deletion is often NOT due to a VERO claim. If an item is reported several times, an eBay "specialist" takes a look, makes a judgment and  either deletes the listing or not.

I've seen my fair share of authentic items removed this way and seen some fake items be allowed to remain, mostly handbags & shoes. The system is FLAWED but it's what we have.. SIGH

I hope you are able to solve this issue quickly.. If I were the brand owner I would be hopping mad to say the least. 

[48hrs-clothing]

Sadly people who are making these decisions are frankly not qualified or knowledgeable enough to determine what is genuine and what is fake.

I would go as far as to say majority if not all of these people have no idea what constitutes authentic and this problem is exasperated by platforms giving buyers the option "Does not SEEM authentic".

In this particular case some one simply needed to ask a question and evidence that item being sold was authentic and this could have been dealt with instantly.

[tools*]

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@popblox wrote:

Send a message to eBay for Business on Facebook at the below link and they should be able to take care of you - include your name, eBay account email address, and zip code (you can also attach photos).

https://www.facebook.com/eBayForBusiness/

If you don't have a Facebook account, create one. 

---

I've found that eBay for Business on Facebook doesn't respond to questions. However, eBay on Facebook  (https://www.facebook.com/eBay) does respond promptly, even though they're rarely helpful.

[coolections]

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@printchecks wrote:

WE are the brand owners. we are in over 12000 retail outlets, as well as every online marketplace.  #1 selling software in its category on all platforms.

---

Then it should be an easy fix if true. If you are that big selling across the US then you should have no problem figuring it out.

[printchecks]

I tried ebayforbusiness, ill give them a day, then ill try the other.

fortunately, ebay is a tiny portion of our sales, but its causing an increase in tech support calls since customers who recently purchased cant see the item in their purchase history

[pikabo-icu]

@printchecks 

I know it wont help for this current issue but..

Have you considered registering as VERO here on eBay?

That will prevent this from happening again, in the future or at least it should. 

Also since you OWN the rights maybe contact them here: vero@ebay.com.

See if they can rectify this issue. 

https://pages.ebay.com/seller-center/listing-and-marketing/verified-rights-owner-program.html 

https://pages.ebay.com/seller-center/listing-and-marketing/verified-rights-owner-program.html#rights... 

[printchecks]

Register as Vero?  I didnt know there was a registration.

We have filed Vero incidents before for sellers that WERE selling counterfeit copies of our software.

never in a million years did i think WE would be accused of counterfeit!.