ebay遭遇假货的处理流程

其实这并不是一片很新颖的经验，也可能是一篇很局限的经验，只是因为整个过程对于我来说是一个全新探索的事情，或许会跟其他人买到假货后的处理方法有些许不同，又也许完全一样。我只是希望能对从未遭遇过eBAY维权的人有一点启发。

事情起因于要送一份礼物，最后选定了BOSE SOUNDLINK MINI。自认为这是一件**还算比较高的东西。淘宝不敢买，低于￥1200的假货比比皆是。￥1300~1880的区间实在是犹豫不决，价高不甘心，价低也存疑。亚马逊看了无数次，话说现在开通了直邮，选择9-15天的亚马逊全球直递的费用是$253，其实这对于求稳的买家来说是一个还不错的价格了，免去了转运公司的等待和被税的纠结，还能享受到美国亚马逊的售后服务。

但是我一个月前并没有发现这个直邮服务，亚马逊也是最近才公布了试水入驻上海自贸区的消息。而且当时收到了招行eBAY满$120-$20的优惠码，于是在eBAY上选择了一位Top-Rated Seller以$187-$20的价格购买了这次的罪魁祸首。值得新手买家注意的第一点来了，所谓的Top-Rated Seller并不是你就能较为相信他了。因为这个‘Top’是基于他已有的交易评价，而无论这些已有交易的数量多少。我在付款之后才发现这位卖家只有202个成交记录，信用等级仅为一颗星。但楼主真的是被那个金牌给迷惑了。

有的时候全英文界面虽然自认为可以完全理解，但有些重要信息真的不能像淘宝的中文页面一样可以一下抓住你的眼球。你往往会由于对英文信息虽然理解但是不敏感而错过很多有用的说明。

在经历了USPS-转运-EMS等常规流程后，撸主的朋友收到了这份来自大洋彼岸的‘礼物’。在这里提醒送礼物的朋友，如果从eBAY买了礼物还是要自己检查以后再送给朋友，不要像撸主这样傻呵呵的把一个大兴货塞给别人还洋洋得意。但撸主这次真的是过于自信了，而且楼主虽然算不上资深海淘买家，但也绝对不是海淘新手。

没想到收到了这么一个闹心东西。

首先你看，卖家真的是貌似很好心的，因为我选择的是普速快递，而卖家主动帮我升级了2日达的速度，还为包裹投保了$100。

其次，我因为第一次在eBAY买东西不太放心，请转运公司帮我拍了照片。这照片虽然只有一张，但是，纸盒没有压角，塑封也似乎装样子装的不错。

但是你打开箱子收到实物就傻眼了

我是邪恶的小眼睛

至此，楼主认为我买到了一个二手货，可是楼主天真了

--------------------------------------------

这是一个正品的充电底座背面

这是买到的假货，可以看到没有上下两条防滑胶垫

还有一个未经证实的说法是固定背面电池的螺丝应该是银色内六角螺丝

而我买到的假货是黑色十字螺丝。

这是正品扬声器本体的背面，这个是评测产品所以背面有特殊英文标识不要管他。注意右下角的金属触点。

这是假货的背面充电金属触电

至此已毫无悬念，无需解释。

接着就是打开交易记录详情

由于楼主的case（个案）已经解决，所以这里只能看到case closed（已关闭），但建立个案后的操作就是提供一些信息并选择你需要的解决方法。

eBay Customer Support has opened a case for you.The seller has until Aug 29, 2014 to respond. Aug 25, 2014 at 8:13 PM

The details you provided:

The item doesn't match the seller's description.//这里是选择你是没有收到货，还是货不对板。

You paid for the item on Aug 05, 2014.

Your phone number: +86156*****329.

We will not share your phone number with the seller.

The item is defective or broken

Additional information:

"The speaker is described as brand new. However it has so many scratch on both top side and the corner, pictures of evidence is available. Refund is STRONGLY demanded. But the speaker can't be returned cause it's now located in China.It contains Li-on battery. Shipping it abroad would cause too much trouble and money. "

写下这段话的时候楼主只是认为音响有刮痕，是二手货，所以只是控诉“这个东西有很多擦痕，强烈要求退款，但是我没法把它寄回去因为运费不合算。”

You've requested:

A replacement item//这里我错选了换货，应该是选择退款的。

以下是沟通记录，希望会有一些帮助。

You have responded to the seller. Aug 25, 2014 at 8:36 PM

Your message to the seller:

"I accidentally chose the wrong request.I don't want a replacement item cause I can't ship it form China.I just want my money back because the item is making people furious."

我解释了选错了解决方法，我要求退款而不是换货。

The seller has responded to your case with other solution. Aug 26, 2014 at 10:42 AM

Seller's message:

"Hi , I am sorry to hear that , and I don't have a problem with refunding your money , but how can I refund the money of an item I can't get back. I am sorry but that does not make any sense to me. If you return the item , then I can try to sell it as used if it is as bad as you say . "

卖家觉得抱歉，同意退货退款，但我一定要把东西寄回去，他当作二手货销售。

//这里就可以看出如果他说的是真话，那么他也没有把握包装盒里到底是怎样一个情况。

You have responded to the seller. Aug 26, 2014 at 4:02 PM

Your message to the seller:

"So in your statement you are not even sure whether this is an used item.Then why you described it as new.This called making no sense,I have trouble returning the item, indeed. But I can't deal with the problem that people receiving this damaged gift.You are taking full responsibility. You have to make up to it, "

我质疑他是故意售二手货（此时我还没看出是假货），我强调这个东西我确实没办法退，只能由他来负责。

//这里可能有人觉得退货再退款天经地义，但有人包括现在觉得我没有必要再去花时间精力金钱去邮寄这个旧音响。

You have responded to the seller. Aug 26, 2014 at 4:13 PM

Your message to the seller:

"I've contact several postal service,Their price of returning express fee plus the money I spent on transferred it to China in the first place even cost more than the value of the lousy speaker. How can I returning the item knowing that this is such a silly thing to do!"

我强调来回邮费已经超过了这个旧音响的真正价值，再邮寄出国是件很傻的事情。

The seller has responded to your case with other solution. Aug 26, 2014 at 6:23 PM

Seller's message:

"I understand your frustration, believe me I do . And I just have the concern of being new or used now after you put the claim on ebay. I bought it new and sealed as you received it , that is all I know , I paid about $145 for it plus the ebay, paypal and postage , in order for me to try to claim that the item was not new , I have to show the item to the person who sold it to me , and they are going to want it back for a refund . It is not my fault either, I bought it new and sold it new , if you want your momey back , then you need to return it . I can even try to partial refund you , and it is still a big loss for me ."

卖家强调他很真的很理解我的心情，她也是在我提出个案后才考虑到他的进货商是否有问题，他是全新密封拿过来的，并没有赚到多少钱，所以他自认为I没有错，他要我把东西退给他，他好找进货商理论。

//还是老话，我不想花时间精力去邮寄，因为我没有过寄东西到国外的经历。

You have responded to the seller. Aug 26, 2014 at 7:20 PM

Your message to the seller:

"So I guess we reach an disagreement. For me I have trouble returning it. For you, you get it from an wrongful dealer and sold me this item causing these trouble."

我还是认为是他的错造成了这些麻烦。

//我认为他应该销售自己有信心的东西。

You have responded to the seller. Aug 26, 2014 at 7:35 PM

Your message to the seller:

"So in my calculation, you spent slightly more than $120 on this speaker without the additional fees. That is obviously much lower than the market price. Isn't that an indication that this is an defected item."

我一开始以为他这单交易总共花费了145刀，那么他进货价就是120刀，这明显是个低于市场价的东西。

The seller has responded to your case with other solution. Aug 26, 2014 at 7:45 PM

Seller's message:

"No , hold on , I guess you did not understand, I am loosing a lot of money here too, I paid $145 and then ebay charged me $18.70, paypal another 8 dollars and then like 10 for shipping .I barely made any money on this item, these are the actual charges."

他解释他是进货价$145，eBAY收了成交价10%的手续费$18.7，Paypal收了$8，2日达的快递花了$10，姑且认为他在说实话，算下来赚了$5。

You have responded to the seller. Aug 26, 2014 at 8:36 PM

Your message to the seller:

"So how can we work this out.My offer is we split the cost 30%-70%. My fault is I Trust eBay to much and didn't think of any necessity of returning a shabby 'new' item. And you refund me $130. "

我提出3-7分担损失，退款$130。

//这时楼主仍然心软，想着我也怕麻烦不想退货给他好让他找进货商说事，我也有一小部分责任。

You have responded to the seller. Aug 26, 2014 at 8:38 PM

Your message to the seller:

"For your loss you must go to the wrongful dealer with my pictures of evidence if you need them."

我让他拿照片找进货商去

You have responded to the seller. Aug 26, 2014 at 8:49 PM

Your message to the seller:

"I also spent $30 for global transportation, $30 for import tax. No one is gonna pay me that back."

这段属于瞎编，大家可以掠过

The seller has responded to your case with other solution. Aug 26, 2014 at 9:11 PM

Seller's message:

"I AM NEVER GOING TO GET A REFUND WITH PICTURES , THAT IS NOT THE WAY WE LIVE OR OPERATE HERE IN THE US, AND THAT IS WAY TOO MUCH MONEY. YOU CAN GO TO EBAY RIGHT NOW AND THEY WILL TELL YOU TO SHIP THE ITEM BACK RIGHT AWAY, THAT IS THEIR POLICY. I CAN REFUND YOU $100 AND I AM STILL AT A LOSS OF LIKE $90. MY OFFER TO YOU AND FINISH THIS , I CAN REFUND YOU $100 AND KEEP THE ITEM."

卖家已经怒了，开始全篇大写开吼了，说我没有图证又死活不愿意退货的话他最多赔我$100，$130属于我漫天要价 ，说让我立刻去找eBAY，eBAY会要求我立刻退货。

我当时还真没找到传图证的地方

应该第一步就把图片传上去。

You have responded to the seller. Aug 26, 2014 at 11:46 PM

Your message to the seller:

"$130 or eBay.Pictures sent to your inbox."

我淡定的回答，就是这个价。

You have responded to the seller. Aug 27, 2014 at 6:48 AM

Your message to the seller:

"OH MY GOD AFTER FURTHER INSPECTION, THIS IS A TOTAL DISASTER! NOW I HAVE HARD EVIDENCE TO PROVE THIS IS A TOTAL FAKE ITEM!! I'VE SEARCHED ONLINE TO TELL A DIFFERENCE BETWEEN A FAKE AND A GENUINE BOSE SOUNDLINK MINI, AND THIS ONE MEETS ALL THE FEATURE OF BEING A "PERFECT" FAKE. FIRST OF ALL THE METAL OF THE CHARGING CONTACTS SHOULD ALL BE FLAT. AND THIS FAKE ONE'S CONTACTS IS ALL CONCAVE. SECOND, A GENUINE SPEAKER SHOULD ALSO HAVE ANTI-SKID RUBBER CUSHION ON THE BOTTOM OF THE CHARGING DOCK. AND THIS FAKE ONE HAS ABSOLUTELY NOTHING.THIRD, THE BATTERY OF A GENUINE ONE SHOULD BE FIXED WITH INNER HEXAGON SCREW WHILE THIS ONE USES NORMAL PHILIPS SCREW. PLUS THE BURRS AROUND THE AUX-IN HOLE.OH MY GOD I JUST CAN'T LOOK AT IT ANY MORE!!NOT TO MENTION TAKING ALL THE TROUBLE AND MONEY SHIPPING IT ABROAD!!PER eBAY POLICY I SHOULD SMASH IT RIGHT AWAY!"

至此楼主的朋友已经彻底发现这是假货了，列举了充电金属触点，防滑胶条，内六角螺丝等等特征点。

并警告他根据eBAY的协议，买家应立刻把它摔碎 。

The seller has offered you a partial refund of $130.00. Aug 27, 2014 at 9:20 AM

Refund information:

The seller offered a partial refund of $130.00 that will be issued through PayPal within 3 days if you accept the offer.

Seller's note:

"I AM REALLY TIRED OF THIS , I REALLY DONT HAVE TIME FOR THIS , I BOUGHT THE ITEM AS SEALED , NEW AND AUTHENTIC, I AM REALLY LOOSING TIME AND MONEY HERE CHATTING WITH YOU .don't GET ME WRONG , I KNOW IT IS NOT YOUR FAULT , BUT I HAVE TOLD YOU MANY TIMES , THAT I AM LOOSING A LOT OF MONEY HERE TOO. I WILL ACCEPT THE $130 AS A PARTIAL REFUND , AND YOU DONT HAVE TO SHIP IT BACK.hOPE YOU GET MORE LUCK NEXT TIME, AND ME TOO."

卖家已经软了，但口气还是很强硬，强调他的无辜，他的损失。答应我之前的提议。

//但这时性质已经变了，从二手货变为假货了。

但是我当天工作上面有点急事，我又不是心里能放很多事儿的人，堆积的事情一多我就慌神。也不想跟他再耗时间了，毕竟这不是即时通讯工具，站内信往来实在是很磨人耐性，就草草了结了这件事情。毕竟在国内不退货只退全款还是比较天方夜谭的事情，也并没有追究我的全部损失，甚至投诉到eBAY。我还是有一点相信卖家的说辞，认为他也是受害者。

大家在遇到这种事情的时候希望不要像我一样怕麻烦，既然事情做到一半了，就把自己的权益全部追到手。

You've received the refund and the case is closed. Aug 27, 2014 at 3:57 PM

Your note:

"I've no idea why my first eBAY transaction have come to this. I just don't know where goes wrong. I didn't mean to upset anybody. But I hope you understand that I'm still sharing this loss with you of a $70(187-130+oneway global transportation). I don't accept a fake item standing in my house. I'll have to throw it away. Believe me, I want to return it to you so you can confront the wrongful dealer you are dealing with if what you said is true. But my hands are tight. Returning will cost $60 per local service charging. I used to believe most US people are more honest than Chinese people. That's why I chose eBAY. But this become a total a loss. I just hope this don't get personal."

我又鸡婆的跟他说这件事情实在是很不愉快，我也不想再纠缠下去了。这东西我也不会留着，看着就闹心。

This case is closed.

我真的迷惑了，到底是哪里出错了，进货商？进货商的进货商？eBAY卖家？转运？EMS？只有天知道了 ，我认为是进货商，大家认为呢？

其实这次的问题解决仅仅是靠双方的信用在协商，并没有出现国内维权互相推诿扯皮的情况

Paypal的退款，只能下一次海淘再用了。

个案到这里就结束了，由于楼主当时用了转运公司的优惠码，和招行银行的优惠码，所以这部分200人民币的损失暂时不计的话，总共的损失是$37和面对一个不忍直视等待送给广场舞大妈的破音响。无奈楼主一生放荡不羁被人欺，别人尽可以说我傻，但有的时候就是会莫名的心软，不懂得拒绝，不懂得争取自己的应有权益。单位发的奖金，报销的差旅费有的时候也没有问清楚到底这个钱的数目是怎么算出来的。楼主绝对属于人傻钱少的类型，读过楼主晒单的朋友应该知道楼主所处行业处于15年来的低谷期，大概楼主已经有了出家的潜质了 。

总之总之，大家在eBAY购物一定一定要擦亮眼睛，绝对不要轻易相信别人，就算是这个卖家真的是无辜的，你也不能保证他没有受到第三方的欺诈，中美通用的准则！

追加修改(2014-08-31 ):
关于卖家是不是国人的问题，其实我回头检查看看我的回复里面语法错误还是很多的，卖家的就非常规范。也跟大家说声抱歉没检查好就发出来了。还有纠正一下，有一段卖家说没有图证的地方是我理解错了，她是在说她只凭我的图片是不可能找进货商索赔的。我其实说出来的话也很好笑的，让她去拿照片索赔，大概傻子才会赔给她，但卖家就赔给我了，所以说我仔细想想还是觉得不能全怪卖家，中间有太多环节可能出错了。
还有eBAY信用评级的事情，应该是不论高低始终是一颗星的，只是颜色会变化，谢谢大家评论指出。