Is your eBay Chanel jacket not as described? Yeah, that happens sometimes. What do you do? As you know, I am a big fan of eBay for sourcing older and vintage Chanel jackets.
I have bought 10+ Chanel jackets from eBay, and I will continue to shop there. eBay is a fantastic source for pre-loved Chanel & many great sellers on eBay are earnest.
When the item received isn’t as advertised, it’s crucial that you know eBay’s process that helps resolve such situations and protect yourself as a buyer.
Almost all eBay sellers have a “no returns” or “final sale” policy. This does not mean the seller is relieved of the obligation to deliver what was promised in the listing.
eBay’s Policy on Items Not As Described
eBay’s ‘Item Not as Described’ policy, also known as the Money Back Guarantee, ensures that you can receive a refund or replacement if the item purchased is significantly different from the listing description. This policy applies to most transactions, covering both new and used items.
Simply put, you are entitled to get what you paid for, or you get your money back, no matter what the seller’s return policy states.
eBay advertises its commitment to protecting the buyers on almost every listing by adding these words.
eBay has implemented a comprehensive resolution process. In this article, I will be sharing my insights on the vital steps to follow when confronting an item not as advertised scenario on eBay.
Let me tell you what happened in my case so that will help you.
Exceptions To Items Not As Advertised
However, it’s crucial to note that some items or scenarios are excluded from the Money Back Guarantee policy. Examples include vehicles, real estate, digital goods, and items being picked up locally.
You need to be aware of these exclusions and review the complete policy on eBay’s website for a comprehensive understanding of your rights and responsibilities as a buyer.
A Jacket I Purchased Had Major Discrepancies
I purchased this beautiful 1999 Chanel jacket by using eBay’s “Make an Offer” feature. This jacket with freshwater pearl trim was on my wishlist for a long time.
I looked at the pictures several times, and the front looked fine to me. The back clearly looked like large yellow patches. It gave me pause.
The jacket was advertised as “Excellent Condition” with no mentions of any defects. I asked the seller about these yellow patches, and they assured me that there was no yellowing at all.
The seller had decent feedback, and he had been on the platform for several years. There was so no reason to doubt him. I completed the purchase and received the item in a timely fashion, so there are no issues there.
The Item Was Ok At a Quick Glance
When it arrived, I did a quick inspection. I noticed a bit of fading, but that’s understandable for a piece of clothing this old.
A few days later, I wore the jacket for the first time, and I wore it to work. I hung it on the chair when I got to work because it was a warm day. When I looked at the jacket from that specific angel, I noticed HUGE patches of yellow.
I was very disappointed, actually slightly sad, because the patches were big. Also, like I said, this was a dream item for me for years.
So here are the steps I followed –
Step 1 – Reach Out To The Seller & Offer A Solution
As a common courtesy, I reached out to the seller and explained the issue and also attached the pictures.
I thought I *could* potentially take this to my tailor lady and have her rebuild the back using fabric from the skirt.
So basically, she would tear it apart and sacrifice the skirt, using the fabric to patch up the back. I know! It was a grand plan. I didn’t care for the skirt, so it would’ve been a win for both of us or so I thought.
I was trying hard to salvage the situation for both of us, so I presented the option to the seller. My tailor could give me a written quote, and I could submit it to the seller. He can refund me the cost of repair, and we both get what we want.
The seller declined my request. He firmly believed that there were no yellow patches on the jacket. Clearly, we both were looking at the same pictures and not seeing the same thing.
I told the seller that this leaves me no choice but to file a case on eBay and get them to arbitrate the dispute. The seller basically said, ‘Go ahead!’ So I did.
Step 2 – File A Case on eBay
I submitted the same pictures with some graphics on them, along with a brief description of the dispute. The seller has three days to respond and resolve the issue directly with you. My seller did not respond, as I had expected.
Step 3 – Ask eBay To Step In & They Will
I asked eBay to step in and resolve the situation, as we were at an impasse. Gotta say I was nervous. I was unsure if I was crazy or blind. You look at the pictures and tell me what you think.
Within a couple of days, I got a response from eBay on a Sunday. They sent me an email saying that they have made a decision and they side with me regarding this matter.
They will send me return instructions and a return label soon. YAY!!
Step 4 – High-Value Item Review
Since the item was considered a “high value” item, priced at $1700, it had to go through a higher layer of eBay’s dispute resolution center to finalize the answer.
Nobody told me this in the first email. I understand the need for this policy, but there needed to be clear communication in the first email.
There was more anxiety. Ugh! The higher-level team sided with me as well. Phew!!
Step 5 – eBay Sent Me A Return Label
I am not sure how it works and who paid for it, but I received a pre-paid label. I carefully packaged the suit, along with the return receipt, and dropped it off at the post office.
The item made it back to the seller in no time. It was marked as delivered on track.
I was told that the seller has two days to refund the money, or eBay will step in and force the seller to refund the money.
Step 6 – More Waiting Game
You would think it would be very straightforward from this point. It wasn’t that simple. Six whole days passed by. The item was delivered on 6/23, and there was no refund by 6/29. Now I was getting really anxious.
What is going on? I reached out to customer support to inquire about the status.
Step 7 – High-Value Item Review 2
The CS person took a look at the case and told me that the item is going through another review by the eBay end-tier team before the refund can be issued.
This gave me real anxiety because I had already returned the item to the seller, and the seller also had my money.
What happens if eBay decides the case against me at this point in the game? I am out of money and out of the jacket. Scary, I know.
I made clear to the CS lady that this policy, while necessary, needed to be clarified at the beginning of the process. I have been waiting for six days with zero communication. How does that make sense?
She told me that she understood my frustration, and I assured her that I would hear from eBay in 24 to 48 hours.
Step 8 – Refund Issued!! Hallelujah!
Seven days after the item was delivered to the seller, I finally received the email that eBay had processed my refund. Phew!!
I felt a HUGE relief. Oh lord, it was anxiety-inducing to the point that I will do everything I can to avoid this from happening to me again.
Lessons From Item Not As Advertised Dispute
Stick With Professional Sellers
I will follow my own advice and “stick with professional sellers that sell only Chanel.” This is the #6 tip in my own blog post about buying on eBay.
The seller was seasoned but not at selling Chanel RTW. He had all kinds of random used items and this was his only Chanel listing.
Lily Pulitzer shorts and vintage Chanel are not in the same league. The price point is significantly higher, and the expectations are higher.
Believe Your Eyes!
Believe your own eyes!! No seriously! I saw the yellow, why did I take his word? Because I really wanted the jacket. I really wanted it not to have yellow spots. I wanted to cross one more item off my list.
Inspect The Item ASAP
Seriously, it’s very important. I took a quick glance at the jacket. It looked fine, so I hung it in the closet while I waited for a cool day to wear it.
You only have a few days (almost a month, actually) to raise any concerns about the item, so inspect it ASAP. Don’t drag it.
I wasted over 7 days, almost two weeks, by not being diligent.
Take Pictures
No case can be made without evidence. You have to take good pictures of the problem. I took several pictures of the said yellow patches for eBay to look at.
Not only that, I took pictures of my packaging, the box, and the jacket inside the box when I was getting ready to ship it back to the seller.
If the seller were to claim they received Lily Pulitzer shorts instead of a Chanel jacket, I had evidence that I sent a Chanel jacket.
Of course, it’s meaningless because I could’ve switched after taking pictures. Do the best you can. Your money is in someone else’s hands.
eBay Was (Shockingly) Very Responsive
I was shocked, in a good way, that eBay was highly responsive to my inquiries about the status of the case. It was shockingly easy to get a hold of customer service. I know I used that word three times.
Did you know that eBay customer service will call you in less than one minute regarding your issue? You will also be able to chat with them in less than one minute.
I am assuming this feature is attached to a purchase only. It’s not a tech support or “Are you open?” type of question.
eBay’s Process Could’ve Been Clearer
My only gripe about this whole process is the lack of clarity regarding the next step, specifically, the lack of clarity on the “high-value item process.”
Like what is the $$$ amount for it to be categorized as high value? If there is going to be a review by a higher-level team, then why am I not notified about that in the email about the first review?
It would be so simple to add “there will be another review by a higher-up team before we proceed to the next step” in the first email, right?
I received the first email stating the case has been settled in my favor, and there is a return label for me. There was no return label. So I panicked, thinking they had forgotten.
Also, why not tell me that there is one more review after the item is delivered back to the seller? I found out about both those procedures only after a phone call to eBay.
Six days after the re-delivery, there was still radio silence. I got anxious. I only found out about another “review” when I called.
Two More Things
I believe that disputes about high-value items are much fewer, so the lower-level customer service peeps don’t know about this, so they are giving canned answers.
This all can be avoided by clear email communication about the “high-value item” process.
The waiting period after delivery back to the seller is essential because he/she can dispute the returned item’s condition if it is received in worse shape.
I totally understand. But, communication, eBay, communication!
Final Thought About This Debacle
I had signed up for an eBay partner/affiliate network, and this thing happened right after. Now, I feel like since eBay has my back, I am comfortable recommending buying Chanel from eBay.
I don’t know if this would’ve played out if this was counterfeit. Does eBay consider 3rd party authentication, such as Real Authentication, legitimate evidence when settling disputes?
I still don’t know. So keep that in mind when purchasing. Regardless, get your purchase authenticated. If you can, do it before buying.
