Our team strives for perfection in every authentication. However, there are cases when our customers may not be completely satisfied with the quality of the review.
Any order processed by us may be subject to double-check. If a customer is unsure of the result we provide, the lead authenticator takes responsibility for further investigating the issue.
First we need to understand if a mistake has been made. Customers are often concerned about the authenticity of their items, even if the outcome of the verification is "authentic". This is totally understandable considering the amount of money, time and energy that goes into the purchase.
If the lead authenticator's investigation shows that the original result was correct, an update is sent to the customer with a more detailed summary of the reasons.
Overall, the chance of error is extremely low due to the peer review system that each item goes through.
In the event an error is discovered on our part, the team goes through a process that ensures the possibility of such a problem in the future is minimised.
We find the exact reason for the mistake
It could be a technical issue caused by authenticators not using the system properly, or some other bug that can be prevented by improving the authenticators user interface.
We update our database
In the rare case when the outcome was incorrect the reason to this might be its high-risk nature. Counterfeit manufacturing keeps improving and some copies achieve extremely high accuracy levels. Sometimes, our team is unable to provide a fully reliable verdict due to the nature of the item.
In such cases we say that out team is unable to verify this item and we suggest you to avoid it. This is not a rare instance in the case of some Chanel footwear models or the Christian Dior 30 Montaigne bag.
The authentication team is updated
It's crucial to notify the whole team on the progress of the investigation to ensure that:
- The system is being used correctly;
- The peer review procedure is respected;
- The high-risk item list keeps being updated.
The authenticator passes additional training
Another reason why a result could be wrong is because of an authenticator's incorrect judgment. Authentication is an opinion-based service and we want our expert opinion to always be accurate. However, this does not happen in all the cases, sometimes our experts make mistakes.
If an authenticator has made an incorrect judgement, that person will be removed from the job pending appropriate training to ensure their knowledge of the area of previous errors is reinforced. By doing so we reestablish their expertise and lower the possible future mistakes.