Urgent: System error in authenticity check (watches) – no shipping label to the inspection center & label is missing
Summary: trader*ank reports a technical problem with eBay, where no authentication center label is being created for sold Rolex watches. Despite contacting customer service and canceling the sale, the problem persists. melina@ebay confirms awareness of the issue and is working on a solution, while trader*ank expresses frustration with the poor customer service. The problem has existed since July and is affecting multiple listings, leading to potential loss of buyers.
Hello everyone,
I’m reaching out to the community and the eBay moderation team because the phone customer service has been unable to find a solution for over 48 hours and, with incorrect instructions on what to do, has caused me considerable damage.
The case & the specific problem:
1. System does not generate a label for authenticity verification:
For a completed sale of a Rolex, the handling should normally have gone through the verification center (Stoll & Co). After the purchase, however, the system did not provide a process/shipping label for the verification center, but instead the buyer’s direct shipping address.
2. Purchase canceled on the advice of customer service:
The hotline explicitly advised me to cancel the purchase and relist the item so that the system would correctly detect the authenticity verification again.
3. Problem still persists unchanged:
The purchase was canceled and the watch relisted under the new item number 227492073335. Result: the blue “With authenticity verification” label is still completely missing from the listing. The buyer has been desperately waiting for 2 days to buy again as soon as the label is there and the process via the verification center is secured. I’m on the verge of losing the buyer because of this eBay error.
4. Other listings affected:
The problem is not an isolated case on my account. It also no longer works in the backend for 2 other active watch listings (as well as when trying to create new drafts).
According to the hotline, this is supposed to be a “global technical ticket,” but I’m getting contradictory information at times and, above all, no satisfactory answer as to whether and when the problem is expected to be fixed.
Questions & request for escalation:
Are other sellers in the watch category currently experiencing the same issue?
@eBay-Team / Moderation: Please urgently forward item number 227492073335 to the specialist team for authenticity verification / tech support. The backend mapping for authenticity verification no longer works for any of my listings.
Thank you for any quick help!
trader*ank
OPSep 5, 2026 at 9:28 PMThe problems continue. Listings can only be created without the authenticity check label. Catastrophic.
trader*ank
OP1 week agoAddendum: Hello! According to CS, the problem has already existed since July, can you believe it??????!!!!!! I am extremely frustrated and at a loss, the potential buyer (who had already bought the watch) is going to back out if Ebay doesn’t fix the problem in the short term.
I took down all my other watch listings with the error (despite various watchers) on the advice of one (finally more competent) customer service rep (end listing).
Otherwise, the customer service is frankly awful.
Promised callbacks or information never materialize, the call center first-response team has no clue, nothing is moving forward at all.
I wouldn’t have thought it would be like this.
Disaster.
melina@ebay
·1 week agoHello @trader*ank .
Thanks for the detailed description of the problem with the authenticity check. Unfortunately, we’re aware of this issue and our tech team is already working on it. I’ve just opened a ticket for it as well and ask for a little patience here.
@perfect-sally Thanks for the support.
Best regards
Melina
perfect-sally
·1 week agoHello @trader*ank
There seems to have been a problem with eBay for days now.
I’ll tag an eBay employee; she can add you to the existing ticket.
@melina@ebay could you be so kind? Thanks a lot
trader*ank
OP1 week agoHello! According to CS, the problem has existed since July already, can you believe it??????!!!!!! I’m absolutely frustrated and at a loss; the potential buyer (who had already bought the watch) is going to back out if Ebay doesn’t resolve the problem quickly.
I’ve removed all my other watch listings with the error (despite various observers) on the advice of a (finally more competent) customer service rep (by ending the offer).
Otherwise, honestly, customer service is awful.
Promised callbacks or info never come through, the call center first-line support has no clue, and nothing is moving forward at all.
I wouldn’t have thought it would be like this.
Disaster.
trader*ank
OPSep 5, 2026 at 9:29 PMHello @perfect-sally @melina@ebay the problems are still ongoing, why can't eBay get this sorted?