Category: 💎 Authentication | Section: Authentication Report | Contact reason: Authentication report
Summary — read this first
What this article covers: customer contacts CS to get more information about the Authentication report or challenge the outcome of the report. 2 use cases: ❌ Item marked as "failed"; ✅ Item marked as "passed".
Pick your use case:
- ❌ Item marked as "failed" — Depends on who is contacting us
- ✅ Item marked as "passed" — Inform the buyer the item has been checked by our experts and it will be delivered to them as it was declared authentic
| Escalation team(s) | No escalation |
| Ticket status | Solved |
| Key system paths | — |
| Macros | Buyer Item declared counterfeit refund; VC requests 15E for counterfeit item's return |
Context and first steps
Context: customer contacts CS to get more information about the Authentication report or challenge the outcome of the report
First steps (all cases)
🎯 Process
- Set contact reason to Authentication report
- Check the details of the authentication report. Go to C360 > Compliance > QC & Authentication report If the report is not available yet —> invite the customer to wait for our experts to check the item Please note, the seller can receive an email from the Authentication team asking for documents from the brand (e.g., invoice) whilst checking the item. The seller will have 4 days to provide us with a document. Please refer to this process
- Then, it depends on the Authenticity report status
1. ❌ Item marked as "failed"
🎯 Process: It depends on who is contacting us
Sub-cases
If seller contacts us
🎯 Process
- Explain to the seller why the item was not considered authentic and that he has to pay a fee to have it returned. You can send the following macro: VC requests 15E for counterfeit item's return
- Solve the ticket Seller will not receive any payment
If the seller wants his item to be returned
→ Continue in another article: ⭐️ BusinessCommercial activity › Fees › Seller commission questions — step “If the seller wants to opt-out”.
If the buyer complains about the report status
→ Continue in another article: 💬 BuyerSeller Chat › I have been banned from Buyer/Seller chat › Buyer/seller chat unban request — step “If the customer complains about the ban”.
Seller states he previously bought the item on VC
→ Continue in another article: 💎Authentication › Authenticity issue › Seller - Counterfeit item previously bought on VC.
If buyer contacts us
🎯 Process
- Please reassure the buyer their item was not considered authentic and he will receive a full refund. Also mention that all details are available in the authentication report accessible both via the timeline and the email he received. You can use the following macro: Buyer Item declared counterfeit refund
- Solve the ticket
2. ✅ Item marked as "passed"
📖 Context: T he buyer complains about the Authentication report because he states the item shouldn’t be authentic (e.g., he found out the item was probably fake) In this use case, the seller should not contact us as he will get paid
🎯 Process
- Please inform the buyer the item has been checked by our experts and it will be delivered to them as it was declared authentic. If they have a doubt regarding authenticity for this item, they still can contact us once they received the item to return it for a 2nd check
- Solve the ticket