Category: 💎 Authentication | Section: Authenticity issue | Contact reason: Authenticity issue
Summary — read this first
What this article covers: Authenticity issue handled by Customer Service. 27 use cases: Direct Shipping · C2C · There are no claims; Direct Shipping · C2C · There is one claim ongoing; Direct Shipping · C2C · The claim has "FAIL_ZENDESK_RESOLVED" status; Direct Shipping · B2C · There are no claims; Direct Shipping · B2C · There is one claim ongoing; Direct Shipping · B2C · The claim has "FAIL_ZENDESK_RESOLVED" status; Authenticated Shipping · C2C · There is no claim; Authenticated Shipping · C2C · There is already a claim; Authenticated Shipping · C2C · The claim has "FAIL_ZENDESK_RESOLVED" status; Authenticated Shipping · B2C · There are no claims; Authenticated Shipping · B2C · There is one claim ongoing; Authenticated Shipping · B2C · The claim has "FAIL_ZENDESK_RESOLVED" status; Buyer keeps complaining and has CS score 1,2,; Buyer keeps complaining and has CS score 3,4,5 or null; If the seller mentions he did not receive the email; Not prepared for destruction nor already destroyed; Prepared for destruction or already destroyed; Direct shipping · Seller contests the counterfeit decision; Direct shipping · If the seller requests to return their item; Direct shipping · Seller states he previously bought the item on VC; Authenticated shipping · After 1st check · Seller contests the counterfeit decision; Authenticated shipping · After 1st check · Seller requests their item to be returned; Authenticated shipping · After 1st check · Seller states he previously bought the item on VC; Authenticated shipping · When returned for 2nd check · Seller is not paid yet; Authenticated shipping · When returned for 2nd check · Seller is already paid; If the seller shared proactively authenticity documents; If the item was mistakenly returned to the seller after the payout.
Guides inside: Buyer authenticity issue · Buyer unhappy about the outcome of the 2nd Authentication check · Information request during physical authentication · Item counterfeit seller return request · Item is authentic - Buyer request to get the item back · Seller Authenticity Issue · Seller - Counterfeit item previously bought on VC · Seller proactively shared authenticity proof.
Pick your use case:
- Direct Shipping · C2C — There are no claims (Buyer authenticity issue) — Check if the form: “ Report an issue/Claim ” is available, if it is not: Follow the steps in APPLY THE BELOW STEPS ONLY IF YOU DIDN’T RECEIVE THE…
- Direct Shipping · C2C — There is one claim ongoing (Buyer authenticity issue) — Inform the customer that they already have an open conversation regarding this subject and that you will follow up on the first request
- Direct Shipping · C2C — The claim has "FAIL_ZENDESK_RESOLVED" status (Buyer authenticity issue) — Check that the form of the ticket is: “Report an issue/Claim”
- Direct Shipping · B2C — There are no claims (Buyer authenticity issue) — Check if the buyer contacted us within 14 days of receiving the item
- Direct Shipping · B2C — There is one claim ongoing (Buyer authenticity issue) — Inform the customer that they already have an open conversation regarding this subject and that you will follow up on the first request
- Direct Shipping · B2C — The claim has "FAIL_ZENDESK_RESOLVED" status (Buyer authenticity issue) — Check that the form of the ticket is: “Report an issue/Claim”
- Authenticated Shipping · C2C — There is no claim (Buyer authenticity issue) — Check if the form is: Report an issue/Claim - if it is not, then follow the steps in APPLY THE BELOW STEPS ONLY IF YOU DIDN’T RECEIVE THE PICTURES…
- Authenticated Shipping · C2C — There is already a claim (Buyer authenticity issue) — Inform the customer that they already have an open conversation regarding this subject and that you will follow up on the first request
- Authenticated Shipping · C2C — The claim has "FAIL_ZENDESK_RESOLVED" status (Buyer authenticity issue) — Check that the form of the ticket is: “Report an issue/Claim”
- Authenticated Shipping · B2C — There are no claims (Buyer authenticity issue) — Check if the buyer contacted us within 14 days of receiving the item
- Authenticated Shipping · B2C — There is one claim ongoing (Buyer authenticity issue) — Inform the customer that they already have an open conversation regarding this subject and that you will follow up on the first request
- Authenticated Shipping · B2C — The claim has "FAIL_ZENDESK_RESOLVED" status (Buyer authenticity issue) — Check that the form of the ticket is: “Report an issue/Claim”
- Buyer keeps complaining and has CS score 1,2, (Buyer unhappy about the outcome of the 2nd Authentication check) — Transfer the ticket to the dedicated team for them to arbitrate on whether to make a commercial gesture (VDC +) or not based on the arbitrage…
- Buyer keeps complaining and has CS score 3,4,5 or null (Buyer unhappy about the outcome of the 2nd Authentication check) — Remain firm in our position and decline any refund request
- If the seller mentions he did not receive the email (Information request during physical authentication) — Invite the seller to also check their mailbox spams category
- Not prepared for destruction nor already destroyed (Item counterfeit seller return request ) — Check when the item was declared counterfeit
- Prepared for destruction or already destroyed (Item counterfeit seller return request ) — Inform the seller that the item was destroyed after the 6 month period (1 year for B2C)
- Direct shipping — Seller contests the counterfeit decision (Seller Authenticity Issue) — Invite the seller to share their proof of purchase and/or invoice for this item
- Direct shipping — If the seller requests to return their item (Seller Authenticity Issue) — Continue in another article: ❗️ ReturnsRelist Policy & Cance › Cancellation › Seller is paid and received the item back but the order is not cancelled — step “Seller wants to return the item”
- Direct shipping — Seller states he previously bought the item on VC (Seller Authenticity Issue) — Continue in another article: 💎Authentication › Authenticity issue › Seller - Counterfeit item previously bought on VC
- Authenticated shipping · After 1st check — Seller contests the counterfeit decision (Seller Authenticity Issue) — Invite the seller to share their proof of purchase and/or invoice for this item
- Authenticated shipping · After 1st check — Seller requests their item to be returned (Seller Authenticity Issue) — Continue in another article: 📒 Deposit & Listing › Live listing update › Seller request to remove their item from sale
- Authenticated shipping · After 1st check — Seller states he previously bought the item on VC (Seller Authenticity Issue) — Continue in another article: 💎Authentication › Authenticity issue › Seller - Counterfeit item previously bought on VC
- Authenticated shipping · When returned for 2nd check — Seller is not paid yet (Seller Authenticity Issue) — Depends on the outcome of the 2nd Authentication check Please check
- Authenticated shipping · When returned for 2nd check — Seller is already paid (Seller Authenticity Issue) — Inform the seller they have already been paid as the item was declared authentic by our teams on the 1st check
- If the seller shared proactively authenticity documents (Seller Authenticity Issue) — Continue in another article: 💎Authentication › Authenticity issue › Seller proactively shared authenticity proof
- If the item was mistakenly returned to the seller after the payout (Seller - Counterfeit item previously bought on VC) — Inform the seller they will need to return the item to Vestiaire Collective as they have been paid and the item was mistakenly returned to them
| Escalation team(s) | Authentication / L3 team / Payment Ops / SWAT / SWAT for the |
| Ticket status | On-hold → Open → Solved |
| Key system paths | C360 > Search for the item ref > Return Status | C360 > Item info > Compliance > QC return comments | C360 > Compliance > Auth documents |
| Macros | Authentic item on the first sale - declared counterfeit on relisting; Buyer CS score 4,5 unhappy about 2nd check authentication challenges CS; Invoice needed; Recontact; Return authorisation - with a prepaid shipping label; Return request - need more information before unlocking return |
Search keywords: Invoice, invoice, invoice request, authenticity, counterfeit
Buyer authenticity issue
Context: Buyer contacts saying that they have a doubt on the authenticity of the item received If the buyer has both conformity and authenticity issues: • Direct shipping: - Please treat as an authenticity issue - Select this reason on the “Report an issue” form - Add an internal note asking for a conformity check • Authenticated shipping: - Please treat as a conformity issue - Select this reason on the “Report an issue”…
First steps (all cases)
🎯 Process
- Set contact reason to Authenticity issue
- Check if the order is Authenticated Shipping or Direct Shipping Our standard processing time for checks at Authentication is 7 days. However, delays may occur for watches and jewellery, which could take longer to process. If the item is unsigned we should never unlock a return for authenticity as there can’t be a doubt of authenticity because it’s not a brand Please make sure the item is marked as delivered on the histo. If not AND you have the confirmation from the buyer that he has the item, please follow this process first and then continue with the steps by steps below
Direct Shipping · C2C
Applies to all Direct Shipping · C2C cases — “Direct Shipping”:
🎯 Process: Check if the order is from a C2C or a B2C seller
Applies to all Direct Shipping · C2C cases — “C2C”:
🎯 Process: check if there is an already existing Authenticity claim for this item Go to C360 > Search for the item ref > Return Status
1. There are no claims
🎯 Process
- Check if the form: “ Report an issue/Claim ” is available, if it is not: Follow the steps in APPLY THE BELOW STEPS ONLY IF YOU DIDN’T RECEIVE THE PICTURES OR IF THEY ARE NOT CLEAR ENOUGH
- Send macro Return request - need more information before unlocking return
- Submit the ticket in Pending
- If the pictures are not clear, ask for clearer pictures
Sub-cases
✔️ Pictures/explanation sent
🎯 Process
- Unlock a return to the warehouse in Zendesk by selecting “Yes” at “ Unlock return” field
- Please inform the buyer that we have approved the return of their item and that they will have 7 days to return it to the warehouse. You can send the macro: Return authorisation - with a prepaid shipping label If the item is a jewelry, please use the following macro instead: Buyer return authorisation to warehouse - Jewellery
- Solve the ticket If the buyer has moved to a non-sponsored country:
- Follow the standard unlock return process.
- Invite the buyer to ship with their own lable to our Hong Kong warehouse (shipping fees won’t be refunded by VC). Provide them with the HK warehouse address (check with a supervisor for the correct address).
Buyer is unhappy about the outcome of the Authenticity check
→ Continue in this article: Buyer unhappy about the outcome of the 2nd Authentication check.
If the seller shares proactively authenticity documents
→ Continue in this article: Seller proactively shared authenticity proof.
2. There is one claim ongoing
🎯 Process
- Inform the customer that they already have an open conversation regarding this subject and that you will follow up on the first request. You can send the macro: Recontact
- Assign the old ticket to yourself
- Make sure that the “Contact Reason/Report an Issue” ticket field corresponds to the customer’s issue
- Check what has been done in the first ticket, and follow the process accordingly here
3. The claim has "FAIL_ZENDESK_RESOLVED" status
🎯 Process
- Check that the form of the ticket is: “Report an issue/Claim”. If NOT: C360 → Return Status click on “CREATE ZENDESK REPLACEMENT TICKET”
- Fill in the form and submit it. This will create a new ticket
- Assign the new ticket to yourself
- Make sure that the “Contact Reason/Report an Issue” ticket field corresponds to the customer’s issue
- Check what has been done in the first ticket, and follow the process accordingly here
Direct Shipping · B2C
Applies to all Direct Shipping · B2C cases — “Direct Shipping”:
🎯 Process: Check if the order is from a C2C or a B2C seller
Applies to all Direct Shipping · B2C cases — “B2C”:
🎯 Process: check if there is an already existing Authenticity claim for this item Go to C360 → Search for the item number → Return Status
4. There are no claims
🎯 Process: check if the buyer contacted us within 14 days of receiving the item
Sub-cases
< 14 days
🎯 Process
- Encourage the buyer to use the “ report an issue ” button. They can find it in: VC Account > Order & Sales > Timeline > Report an issue You can send the macro: B2C issue reported before 14 days return accepted Once they sent the form, the buyer will be able to download the shipping label If the item is a piece of jewelry, please use the following macro instead: Buyer return authorisation to warehouse - Jewellery
- Solve the ticket After Auth & QC checks, the buyer will be automatically refunded. Please note that the refund can take up to 7 days (and more for watches & jewels). If compliant and authentic, the item will be relisted on the seller’s account.
If the seller shared proactively authenticity documents
→ Continue in this article: Seller proactively shared authenticity proof.
> 14 days
🎯 Process
- Check if the form is: “ Report an issue/Claim ”, if it is not: Follow the steps in APPLY THE BELOW STEPS ONLY IF YOU DIDN’T RECEIVE THE PICTURES OR IF THEY ARE NOT CLEAR ENOUGH
- Send macro: Return request - need more information before unlocking return
- Submit the ticket in Pending
- If the pictures are not clear, ask for clearer pictures
✔️ Pictures/explanation sent
🎯 Process
- Unlock a return to the warehouse in Zendesk by selecting “Yes” at “ Unlock return” field
- Please explain to the buyer we have accepted the return of their item and that he will have 14 days to return it to the warehouse You can send the following macro: Return authorisation - with a prepaid shipping label If the item is a jewelry, please use the following macro instead: Buyer return authorisation to warehouse - Jewellery
- Solve the ticket
Buyer is unhappy about the outcome of the Authenticity check
→ Continue in this article: Buyer unhappy about the outcome of the 2nd Authentication check.
If the seller shared proactively authenticity documents
→ Continue in this article: Seller proactively shared authenticity proof.
5. There is one claim ongoing
🎯 Process
- Inform the customer that they already have an open conversation regarding this subject and that you will follow up on the first request. You can use macro Recontact.
- Assign the old ticket to yourself
- Make sure that the “Contact Reason/Report an Issue” ticket field corresponds to the customer’s issue
- Check what has been done in the first ticket, and follow the process accordingly here
6. The claim has "FAIL_ZENDESK_RESOLVED" status
🎯 Process
- Check that the form of the ticket is: “Report an issue/Claim”. If NOT:
- C360 → Return Status click on “CREATE ZENDESK REPLACEMENT TICKET”
- Fill in the form and submit it. This will create a new ticket
- Assign the new ticket to yourself
- Make sure that the “Contact Reason/Report an Issue” ticket field corresponds to the customer’s issue
- Check what has been done in the first ticket, and follow the process accordingly here
Authenticated Shipping · C2C
Applies to all Authenticated Shipping · C2C cases — “Authenticated Shipping”:
🎯 Process: Check if the order is from a C2C or a B2C seller
Applies to all Authenticated Shipping · C2C cases — “C2C”:
🎯 Process: check if there is an Authenticity claim already opened for this item
7. There is no claim
🎯 Process
- Check if the form is: Report an issue/Claim
- if it is not, then follow the steps in APPLY THE BELOW STEPS ONLY IF YOU DIDN’T RECEIVE THE PICTURES OR IF THEY ARE NOT CLEAR ENOUGH
- Please ask the buyer to send pictures of the item. You can send macro: Return request - need more information before unlocking return
- Submit the ticket in Pending
- If the pictures are not clear, ask for clearer pictures
Sub-cases
✔️ Pictures/explanation sent
🎯 Process
- Unlock a return to the warehouse in Zendesk by selecting “Yes” at “ Unlock return” field
- Please explain to the buyer we have accepted the return of their item and that he will have 7 days to return it to the warehouse. You can send the macro: Return authorisation - with a prepaid shipping label
- Solve the ticket Authentication experts will check the item for a 2nd time:
- If item is declared counterfeit, the buyer will be automatically refunded
- If item is authentic, item will be relisted under buyer’s account If the buyer shared a document / proof that is not from the same brand but from a 3rd party service (ex: entrupy) please inform the client our experts will not take this into account
Buyer is unhappy about the outcome of the Authenticity check
→ Continue in this article: Buyer unhappy about the outcome of the 2nd Authentication check.
If the brand kept the item because it was counterfeit
🎯 Process
- Please transfer this ticket to L3 mentioning that buyer has a document from the brand stating item was declared counterfeit but the brand kept the item
- Leave ticket status as “Open”
If the seller shared proactively authenticity documents
→ Continue in this article: Seller proactively shared authenticity proof.
8. There is already a claim
🎯 Process
- Inform the customer that they already have an open conversation regarding this subject and that you will follow up on the first request. You can use the macro: Recontact
- Assign the old ticket to yourself
- Check what has been done in the first ticket, and follow the process accordingly here
9. The claim has "FAIL_ZENDESK_RESOLVED" status
🎯 Process
- Check that the form of the ticket is: “Report an issue/Claim”. If NOT:
- C360 → Return Status click on “CREATE ZENDESK REPLACEMENT TICKET”
- Fill in the form and submit it. This will create a new ticket
- Assign the new ticket to yourself
- Make sure that the “Contact Reason/Report an Issue” ticket field corresponds to the customer’s issue
- Check what has been done in the first ticket, and follow the process accordingly here
Authenticated Shipping · B2C
Applies to all Authenticated Shipping · B2C cases — “Authenticated Shipping”:
🎯 Process: Check if the order is from a C2C or a B2C seller
Applies to all Authenticated Shipping · B2C cases — “B2C”:
🎯 Process: check if there is an already existing Authenticity claim for this item
- Go to C360 → Search for the item number → Return Status
10. There are no claims
🎯 Process: check if the buyer contacted us within 14 days of receiving the item
Sub-cases
< 14 days
🎯 Process
- Encourage the buyer to use the “ report an issue ” button. He can find it in: VC Account > Order & Sales > Timeline > Report an issue You can send the macro: B2C issue reported before 14 days return accepted Once he sent the form, the buyer will be able to download the shipping label
- Solve the ticket After Authenticity & QC checks, the buyer will be automatically refunded. Please note it can take up to 7 days (and more for watches & jewels).
If the seller shared proactively authenticity documents
→ Continue in this article: Seller proactively shared authenticity proof.
> 14 days
🎯 Process
- Check if the form is: Report an issue/Claim
- if it is not, then follow the steps in APPLY THE BELOW STEPS ONLY IF YOU DIDN’T RECEIVE THE PICTURES OR IF THEY ARE NOT CLEAR ENOUGH
- Please ask the buyer to send pictures of the item. You can send macro: Return request - need more information before unlocking return
- Submit the ticket in Pending
- If the pictures are not clear, ask for clearer pictures
✔️ Pictures/explanation sent
🎯 Process
- Unlock a return to the warehouse in Zendesk by selecting “Yes” at “ Unlock return” field
- Please explain to the buyer we have accepted the return of their item and that he will have 14 days to return it to the warehouse. You can send the macro: Return authorisation - with a prepaid shipping label
- Solve the ticket Authentication experts will check the item for a 2nd time:
- If item is declared counterfeit, the buyer will be automatically refunded
- If item is authentic, item will be relisted under buyer’s account If the buyer shared a document / proof that is not from the same brand but from a 3rd party service (ex: entrupy) please inform the client our experts will not take this into account
Buyer is unhappy about the outcome of the Authenticity check
→ Continue in this article: Buyer unhappy about the outcome of the 2nd Authentication check.
If the brand kept the item because it was counterfeit
🎯 Process
- Please transfer this ticket to L3 mentioning that buyer has a document from the brand stating item was declared counterfeit but the brand kept the item
- Leave ticket status as “Open”
If the seller shared proactively authenticity documents
→ Continue in this article: Seller proactively shared authenticity proof.
11. There is one claim ongoing
🎯 Process
- Inform the customer that they already have an open conversation regarding this subject and that you will follow up on the first request. You can use the macro: Recontact
- Assign the old ticket to yourself
- Make sure that the “Contact Reason/Report an Issue” ticket field corresponds to the customer’s issue
- Check what has been done in the first ticket, and follow the process accordingly here
12. The claim has "FAIL_ZENDESK_RESOLVED" status
🎯 Process
- Check that the form of the ticket is: “Report an issue/Claim”. If NOT:
- C360 → Return Status click on “CREATE ZENDESK REPLACEMENT TICKET”
- Fill in the form and submit it. This will create a new ticket
- Assign the new ticket to yourself
- Make sure that the “Contact Reason/Report an Issue” ticket field corresponds to the customer’s issue
- Check what has been done in the first ticket, and follow the process accordingly here
Buyer unhappy about the outcome of the 2nd Authentication check
Context: Item is declared authentic after being returned and the buyer is unhappy because the item has been relisted. He asks for a refund or wants the item to be checked for the 3rd time.
First steps (all cases)
🎯 Process
- Set contact reason to Authenticity issue
- Check the comment done by the team on why the return was refused Go to C360 > Item info > Compliance > QC return comments
- Please inform the buyer that the item has been checked physically a second time by our inhouse experts who found that the item matched the standards of the brand. You can send and personalize the macro: 2nd check for doubts about authenticity reasons - refused - item authentic to explain to the buyer why the item was found compliant to the brand standards
- Solve the ticket
13. Buyer keeps complaining and has CS score 1,2,
🎯 Process
- Transfer the ticket to the dedicated team for them to arbitrate on whether to make a commercial gesture (VDC +) or not based on the arbitrage grid: