HELP NEEDED! Buyer is claiming I sold her a fake Gucci Bag but its authentic

[lucydee]

Hello All,
This is a first for me; I sold an authentic Gucci Rebelle Purse on Ebay. Buyer emailed me today and is saying its fake and she wants her money back. I only sell authentic purses and I have 100% feedback and so does the buyer. I emailed her and asked that she provide pics of the bag I shipped out to her including all straps card and dustbag I included in the box.
I am waiting for her to respond. Please tell me how I should handle as this is the first time this has ever happened to me.
Thanks all for your help!

 

[Bambs]

Hello All,
This is a first for me; I sold an authentic Gucci Rebelle Purse on Ebay. Buyer emailed me today and is saying its fake and she wants her money back. I only sell authentic purses and I have 100% feedback and so does the buyer. I emailed her and asked that she provide pics of the bag I shipped out to her including all straps card and dustbag I included in the box.
I am waiting for her to respond. Please tell me how I should handle as this is the first time this has ever happened to me.
Thanks all for your help!

Ouch! Sorry to hear you're dealing with this... Possibly the buyer is having buyers remorse and wants to return? Do you offer returns or final sale?

I would be worried that they might be a scammer... If they say the item is not as described (i.e. fake) then eBay will likely take their side with the return if they get them involved.

Not to scare you to death, but once I sold a Cartier watch and the buyer said it wasn't described and got eBay involved. They provided the Buyer with a return label with a tracking number. Once the package showed delivered, eBay automatically debited my account and refunded the Buyer. WELL...... THEY MAILED ME BACK AN EMPTY BOX!!!! The Cartier watch was not inside. eBay was of zero help to me when I told them I received an empty box. Their response was that "the package shows delivered." Yeah, a package with no watch! Geesh. Thankfully, the buyer eventually mailed the watch back.... but I nearly had a heart attack when I was out the watch and money!!! Apparently the eBay buyer was a 3rd party that ships to international buyers, b/c I only like to ship w/n the US, as to why I got two packages.... one from the eBay buyer and the other from the "real" international buyer.

I would say your best bet is to just let them return the bag. Every issue I've had with eBay (as buyer and seller), they have always sided with the buyer. I have been selling since 2005 and have experienced my fair share of dishonest sellers and buyers, although the majority of people I have dealt with on eBay have been very pleasant! So, in no way am I bashing eBay users But from my experience, I would suggest letting them return and make sure you inspect it carefully when you get the bag back! To make sure you got your true Gucci bag returned and not an imposter (as I have heard horror stories about different items being sent back)

BEST OF LUCK! and hope this helps

 

[lucydee]

Ouch! Sorry to hear you're dealing with this... Possibly the buyer is having buyers remorse and wants to return? Do you offer returns or final sale?

I would be worried that they might be a scammer... If they say the item is not as described (i.e. fake) then eBay will likely take their side with the return if they get them involved.

Not to scare you to death, but once I sold a Cartier watch and the buyer said it wasn't described and got eBay involved. They provided the Buyer with a return label with a tracking number. Once the package showed delivered, eBay automatically debited my account and refunded the Buyer. WELL...... THEY MAILED ME BACK AN EMPTY BOX!!!! The Cartier watch was not inside. eBay was of zero help to me when I told them I received an empty box. Their response was that "the package shows delivered." Yeah, a package with no watch! Geesh. Thankfully, the buyer eventually mailed the watch back.... but I nearly had a heart attack when I was out the watch and money!!! Apparently the eBay buyer was a 3rd party that ships to international buyers, b/c I only like to ship w/n the US, as to why I got two packages.... one from the eBay buyer and the other from the "real" international buyer.

I would say your best bet is to just let them return the bag. Every issue I've had with eBay (as buyer and seller), they have always sided with the buyer. I have been selling since 2005 and have experienced my fair share of dishonest sellers and buyers, although the majority of people I have dealt with on eBay have been very pleasant! So, in no way am I bashing eBay users But from my experience, I would suggest letting them return and make sure you inspect it carefully when you get the bag back! To make sure you got your true Gucci bag returned and not an imposter (as I have heard horror stories about different items being sent back)

BEST OF LUCK! and hope this helps

Thank You so much for the advice! I contacted ebay to tell them what transpired today and ask for advice on what to do. I had a good customer service rep who informed me I should wait to hear the buyers reply as she has not filed a dispute yet so for me to wait until she responds to my request for the pics of the bag I shipped her. She also said it might be buyers remorse. Hoping for the best as I never had this happen before. I always had smooth transactions selling on Ebay.
Thanks again and have a good night!

 

[Gabs007]

Ouch! Sorry to hear you're dealing with this... Possibly the buyer is having buyers remorse and wants to return? Do you offer returns or final sale?

I would be worried that they might be a scammer... If they say the item is not as described (i.e. fake) then eBay will likely take their side with the return if they get them involved.

Not to scare you to death, but once I sold a Cartier watch and the buyer said it wasn't described and got eBay involved. They provided the Buyer with a return label with a tracking number. Once the package showed delivered, eBay automatically debited my account and refunded the Buyer. WELL...... THEY MAILED ME BACK AN EMPTY BOX!!!! The Cartier watch was not inside. eBay was of zero help to me when I told them I received an empty box. Their response was that "the package shows delivered." Yeah, a package with no watch! Geesh. Thankfully, the buyer eventually mailed the watch back.... but I nearly had a heart attack when I was out the watch and money!!! Apparently the eBay buyer was a 3rd party that ships to international buyers, b/c I only like to ship w/n the US, as to why I got two packages.... one from the eBay buyer and the other from the "real" international buyer.

I would say your best bet is to just let them return the bag. Every issue I've had with eBay (as buyer and seller), they have always sided with the buyer. I have been selling since 2005 and have experienced my fair share of dishonest sellers and buyers, although the majority of people I have dealt with on eBay have been very pleasant! So, in no way am I bashing eBay users But from my experience, I would suggest letting them return and make sure you inspect it carefully when you get the bag back! To make sure you got your true Gucci bag returned and not an imposter (as I have heard horror stories about different items being sent back)

BEST OF LUCK! and hope this helps

Same thing happened to me with a bag, they only care about the parcel

 

[caannie]

It's probably best you just accept the return. If the buyer opens a dispute and you don't accept the return, eBay will refund her AND let her keep your purse. They've done it before. Have her return it before a dispute starts. That way you can examine the return before you issue a refund.

 

[Love Of My Life]

Agree with the above posters...Save yourself a big headache, ask the buyer to return the bag ..

 

[BeenBurned]

Hello All,
This is a first for me; I sold an authentic Gucci Rebelle Purse on Ebay. Buyer emailed me today and is saying its fake and she wants her money back. I only sell authentic purses and I have 100% feedback and so does the buyer. I emailed her and asked that she provide pics of the bag I shipped out to her including all straps card and dustbag I included in the box.
I am waiting for her to respond. Please tell me how I should handle as this is the first time this has ever happened to me.
Thanks all for your help!

It's good that she emailed you before opening a dispute because it gives you a chance to ask a few questions.

Did you ask her why she thinks it's fake. (Requesting pictures isn't helpful since they don't necessarily prove anything.)

If it's not remorse and she really needs reassurance, recommend she visit Authenticate this Gucci and post pictures of all the required elements needed for authentication. (See post #2 for the pictures that are needed.)

Many buyers with remorse who see a "no return" policy feel that they need a reason in order to return an item that they don't really like. So they file SNAD. And if that's the case, there's no convincing her to like it and if you don't respond to and allow the return request, ebay will do it for you and ding your account.

Whether you agree to the return or ebay forces it, you'll be required to pay return shipping and upon receipt of the return, you'll have to refund the full original payment.

While that stinks and doesn't seem fair, that's ebay's way of doing business and you're stuck abiding by it.

------------------
With that said, I do have a bit of constructive criticism after having found what I think it the listing.

Look at post #2 on Authenticate this Gucci and see the pictures that are needed for authentications and instead of showing a bunch of stock images (of a different color bag) in your listing, use all 12 pictures allowed in the listing to show the various parts of YOUR bag that are needed.

Based on the pictures you showed in the listing, I don't believe that bag can be authenticated as listed. You didn't even show the back of the tab showing the serial number, something I believe is essential for an authenticator to see.

As a seller, having clear and detailed pictures of the item for you to PROVE authenticity but also essential for buyers to know what they're getting and be able to confirm that the bag they see in the listing is what they're getting.

For descriptions, sellers should write their own descriptions in their own words.

 

[lucydee]

It's good that she emailed you before opening a dispute because it gives you a chance to ask a few questions.

Did you ask her why she thinks it's fake. (Requesting pictures isn't helpful since they don't necessarily prove anything.)

If it's not remorse and she really needs reassurance, recommend she visit Authenticate this Gucci and post pictures of all the required elements needed for authentication. (See post #2 for the pictures that are needed.)

Many buyers with remorse who see a "no return" policy feel that they need a reason in order to return an item that they don't really like. So they file SNAD. And if that's the case, there's no convincing her to like it and if you don't respond to and allow the return request, ebay will do it for you and ding your account.

Whether you agree to the return or ebay forces it, you'll be required to pay return shipping and upon receipt of the return, you'll have to refund the full original payment.

While that stinks and doesn't seem fair, that's ebay's way of doing business and you're stuck abiding by it.

------------------
With that said, I do have a bit of constructive criticism after having found what I think it the listing.

Look at post #2 on Authenticate this Gucci and see the pictures that are needed for authentications and instead of showing a bunch of stock images (of a different color bag) in your listing, use all 12 pictures allowed in the listing to show the various parts of YOUR bag that are needed.

Based on the pictures you showed in the listing, I don't believe that bag can be authenticated as listed. You didn't even show the back of the tab showing the serial number, something I believe is essential for an authenticator to see.

As a seller, having clear and detailed pictures of the item for you to PROVE authenticity but also essential for buyers to know what they're getting and be able to confirm that the bag they see in the listing is what they're getting.

For descriptions, sellers should write their own descriptions in their own words.

Hello, and thanks for the feedback.
I did provide 10 of my own pictures of the bag. Only the last two photos have Gucci Models carrying the bag. Also I did include the back of the leather creed showing the serial number. I had 3 other bidders who asked me once I listed the bag to send them additional photos and I included the back of the creed. Also the tag is attached from the Gucci Outlet providing sku number, style code and other pertinent information. When I asked why she thinks the bag is fake, she says its the price tag. She thinks because the price shows I paid 799 for it and she knows the bag is priced for much more in Gucci store she just assumed its fake. I explained I got the bag at Gucci outlet and my SA called me to tell me the bag is on sale for one day only at a great price so I bought it over the phone. The winning bidder told me today she never purchased a Gucci Outlet bag so had no idea the tags are different from Gucci Boutiques and Gucci outlet. I asked if she has buyers remorse and just doesn't want the bag and she said no. Buyer said she loves the purse and needs to be sure its authentic for the price she paid, wants reassurance its authentic Gucci. I ended up telling her if she loves the bag then take it to the Gucci outlets and show a sales rep and ask them if they ever sold this bag for 799.00 and she can see hear it for herself. I told her she will feel better and so would I. I don't want her to think she is carrying a fake. I do believe that is the only way she will be convinced to get proof. I also have my receipt from the Gucci Outlet that has all serial numbers and style numbers even sales rep name on the receipt.
I think if you are not knowledgeable about how Gucci sends certain bags to outlets and reduces the price from boutiques, I can see why she is questioning price I paid but that to me is not reason to think a bag is fake. There were 3 other bidders willing to pay as high a price as she did. So I believe its just her, she doesn't know and not experienced with Gucci and how certain bags to make it to the outlet at at reduced price. I will post the end result of what she comes back with. She didn't understand that in Aug Gucci had some serious sales at the outlet and I got some good deals. The only reason why I listed the bag was because I purchased it through my sales rep who sent me a pic and I loved it. I did not think the med would be small for me. Then when I got the bag I saw it was too small for me. They didn't have the large on only small and medium size. I am a large bag girl, I like large bags where I can carry all my stuff and not have to carry an extra tote bag for work. We will see how this plays out and I will report back. Thanks All!

 

[BeenBurned]

Hello, and thanks for the feedback.
1. I did provide 10 of my own pictures of the bag. Only the last two photos have Gucci Models carrying the bag. Also I did include the back of the leather creed showing the serial number.

2. Buyer said she loves the purse and needs to be sure its authentic for the price she paid, wants reassurance its authentic Gucci. I ended up telling her if she loves the bag then take it to the Gucci outlets and show a sales rep and ask them if they ever sold this bag for 799.00 and she can see hear it for herself.

3. I do believe that is the only way she will be convinced to get proof. I also have my receipt from the Gucci Outlet that has all serial numbers and style numbers even sales rep name on the receipt.

It's your buyer, your account and your decision on how to handle it but I will make 3 comments. (I've numbered the points.)

1. There is not a picture of the bag of the tab showing the serial number in the listing.

2. If the buyer wants proof of authenticity, telling her to take the bag to Gucci and ask them (or compare) is NOT the way to do it. Outlet stores nor boutiques are authorized nor trained to authenticate items. And a receipt proves nothing. They can either be faked or genuine receipts can be used to "prove" authenticity of a fake.

3. My suggestion is to have the buyer post on AT Gucci with the necessary pictures of the bag she received. Since the listing doesn't have the necessary pictures, she'd have to take some of her own. The alternate (and IMO better) recommendation is for a professional authentication. I think YOU should invest $7.50 and have her submit pictures. She'll have the documentation she wants and IMO, the <$10 on $970 is a small investment and if authentic, will save you from a dispute!

 

[lucydee]

It's your buyer, your account and your decision on how to handle it but I will make 3 comments. (I've numbered the points.)

1. There is not a picture of the bag of the tab showing the serial number in the listing.

2. If the buyer wants proof of authenticity, telling her to take the bag to Gucci and ask them (or compare) is NOT the way to do it. Outlet stores nor boutiques are authorized nor trained to authenticate items. And a receipt proves nothing. They can either be faked or genuine receipts can be used to "prove" authenticity of a fake.

3. My suggestion is to have the buyer post on AT Gucci with the necessary pictures of the bag she received. Since the listing doesn't have the necessary pictures, she'd have to take some of her own. The alternate (and IMO better) recommendation is for a professional authentication. I think YOU should invest $7.50 and have her submit pictures. She'll have the documentation she wants and IMO, the <$10 on $970 is a small investment and if authentic, will save you from a dispute!

She has all the necessary pics to authenticate, Pics were already sent to her. I am waiting for her. She has not done anything so nothing I can do now just waiting for her.

 

[onlyk]

Hello, and thanks for the feedback.
I did provide 10 of my own pictures of the bag. Only the last two photos have Gucci Models carrying the bag. Also I did include the back of the leather creed showing the serial number. I had 3 other bidders who asked me once I listed the bag to send them additional photos and I included the back of the creed. Also the tag is attached from the Gucci Outlet providing sku number, style code and other pertinent information. When I asked why she thinks the bag is fake, she says its the price tag. She thinks because the price shows I paid 799 for it and she knows the bag is priced for much more in Gucci store she just assumed its fake. I explained I got the bag at Gucci outlet and my SA called me to tell me the bag is on sale for one day only at a great price so I bought it over the phone. The winning bidder told me today she never purchased a Gucci Outlet bag so had no idea the tags are different from Gucci Boutiques and Gucci outlet. I asked if she has buyers remorse and just doesn't want the bag and she said no. Buyer said she loves the purse and needs to be sure its authentic for the price she paid, wants reassurance its authentic Gucci. I ended up telling her if she loves the bag then take it to the Gucci outlets and show a sales rep and ask them if they ever sold this bag for 799.00 and she can see hear it for herself. I told her she will feel better and so would I. I don't want her to think she is carrying a fake. I do believe that is the only way she will be convinced to get proof. I also have my receipt from the Gucci Outlet that has all serial numbers and style numbers even sales rep name on the receipt.
I think if you are not knowledgeable about how Gucci sends certain bags to outlets and reduces the price from boutiques, I can see why she is questioning price I paid but that to me is not reason to think a bag is fake. There were 3 other bidders willing to pay as high a price as she did. So I believe its just her, she doesn't know and not experienced with Gucci and how certain bags to make it to the outlet at at reduced price. I will post the end result of what she comes back with. She didn't understand that in Aug Gucci had some serious sales at the outlet and I got some good deals. The only reason why I listed the bag was because I purchased it through my sales rep who sent me a pic and I loved it. I did not think the med would be small for me. Then when I got the bag I saw it was too small for me. They didn't have the large on only small and medium size. I am a large bag girl, I like large bags where I can carry all my stuff and not have to carry an extra tote bag for work. We will see how this plays out and I will report back. Thanks All!

block her after the case solves, save your future time and headache from dealing with such buyers.

 

[lucydee]

Hello All and thank you all for your feedback!
Today I heard from the buyer and she is keeping the purse and is very happy with her purchase. She thanked me for everything.

 

[weknow2much]

It's probably best you just accept the return. If the buyer opens a dispute and you don't accept the return, eBay will refund her AND let her keep your purse. They've done it before. Have her return it before a dispute starts. That way you can examine the return before you issue a refund.

100% this happened to me when eBay was still doing business with PayPal. Thank god they handle payments themselves now!