Received fake item

[LewisDootson]

I received a counterfeit item bought from Depop and whilst the seller seems to be open to the idea of me returning it I have a few concerns. I should point out that I have just started a dispute on Paypal. My main question is that if I return the item, could the seller claim they never received it to avoid paying the refund? Secondly I have read that Paypal could allow me the refund without returning the item if I can prove it is fake, which I can. How would I go about reaching this resolution with Paypal? 

Any help would be greatly appreciated. 

[kernowlass]

@LewisDootson 

To prove its fake paypal normally expect a company headed letter from a company or merchant that sells / makes the original item OR trading standards.

They don't accept photos or descriptions of 'why' you suspect its fake.

If you have that proof then you need to cite exactly what you have in the dispute stage of the claim via 'messages to the buyer' etc so that if and when you have to escalate then paypal can see you have the proof and may ask you to upload it to them.

If you have opened a dispute then its up to you if you want to return it but remember that......

.....if the seller does not refund and you have to escalate to a claim for paypal to become involved then you would have to have 'trackable' proof of delivery of the item back to the seller.

.....you should make sure your dispute does not time out '20 days' after opening the dispute as you won't be able to open another one OR re-open a closed one.

You can also give customer services a call to double check on type of proof that they will accept...

Click on the words "Help / Contact" at the bottom of paypals pages and use the phone option in the blue band at the top OR very bottom of page dependent on what country you are in. Scroll down past the list of help questions and click on 'Call us' bottom of that page. Log in and get the code.
Freephone from a UK landline or UK mobile number.

[LewisDootson]

Hi, thank you very much for this. The item in question is a Stone Island jumper which has a QR code on the inside that when scanned shows whether the item is real or fake on certilogo.com. I would hope this would be sufficient but I will check. 

Just so it is clear are my options either to post the item back and hope the seller is honest or escalate the claim further with Paypal and hope they accept my proof of this item being fake so I do not have to return it?

Thank you 

[LewisDootson]

I have since spoken to Paypal and as they agreed the item was fake/I had enough evidence I have received my £80 back. I also do not have to return the item. Great service!

[kernowlass]

@LewisDootson 

Any chance you can tell us roughly what 'evidence' you had so we can add to our knowledge base 

[LewisDootson]

Yes it is a stone island jumper and all stone island clothes have a QR code inside which you can scan for authenticity on www.certilogo.com. Just showing that this website said my item was fake was considered sufficient.

[kernowlass]

@LewisDootson 

Thanks for that and well done, glad you got a refund at no extra expense.

[Kunsunsun]

Hello I have same issue. I spent 400€ and received a fake. I opened the dispute and the seller has been asking me to cancel the dispute but I don’t trust him anymore so I keep it. Now he says return the item then he will do full refund. But I’m afraid what if he says he never receive it? Or any lying. Also where do you proof the item is fake? I’d rather get full refund. Please help me