Category: 💎 Authentication  |  Section: Authentication process general questions  |  Contact reason: “Authentication process general questions”

Summary — read this first

What this article covers: Authentication process general questions handled by Customer Service. 2 use cases: (Watches only) Buyer is asking for authentication certificate; Buyer has question about authentication fees.

Guides inside: Authenticity doubt on item before purchase (unsold item) · Authentication general questions · Question on authentication fees.

Pick your use case:

1. (Watches only) Buyer is asking for authentication certificate (Authentication general questions) — Check the price sold of the watch in
2. Buyer has question about authentication fees (Authentication general questions) — Continue in another article: 💎 Authentication › Authentication process general questions › Question on authentication fees

Search keywords: macro_id:30867787, macro_id:360006061698

Authenticity doubt on item before purchase (unsold item)

Context: The user doubts on the authenticity of an item before the purchase, or sees fake items listed by a seller on VC and wants to report him/her (no order related)

First steps (all cases)

🎯 Process: Please refer to the following process

Authentication general questions

Context: A client contacts CS to ask questions about Authentication before making an order

First steps (all cases)

🎯 Process

1. Set contact reason to “Authentication process general questions”
2. It depends on the client’s request

1. (Watches only) Buyer is asking for authentication certificate

📖 Context: A buyer is complaining because he did not receive his authentication certificate with his watch Vestiaire send paper “authentication certificates” only for watches and when the price sold is over 1000 $,€,£

🎯 Process

1. Check the price sold of the watch in C360 > Item info > Basic info
2. If the amount is over 1000 $,€,£ (or equivalent in other currencies), please escalate creating a child ticket to Authentication team
3. Set the ticket status to “On-hold” This is an example of what the certificate looks like:

2. Buyer has question about authentication fees

→ Continue in this article: Question on authentication fees.

Question on authentication fees

Context: Buyer has questions related to authentication fee

First steps (all cases)

🎯 Process

1. Explain to the buyer why he should be paying for the authentication fee:
2. Extra security with experts check
3. If item doesn’t match our quality standards The authentication fee for all items is 15€ You can send the macro: Buyer: What is included in the authentication fees?
4. Solve the ticket If the buyer is located in a country where direct shipping is not available, their item will be physically checked by our experts without any additional authentication fee. You can find the details of our Authentication Fee in alternative currencies below: