I have received "an Item not as described" email

pulliptears

sequence wrote: »

I don't understand how it's new and sealed if there are parts missing though. Was the tin of 24 coloursoft pencils in a separate box ?

The pencils and pad would come inside the box, packed individually and OP has obviously removed these at some point.

The Easel itself, which is the item for sale, was new and sealed inside its own wrapping.

sequence

I see the op sold the pencils separately (I think) .

pulliptears

sequence wrote: »

I see the op sold the pencils separately (I think) .

Not sure, I didn't check. Bit weird selling it individually I grant you (if that is what happened) but to be fair to OP I read the auction and see a brand new sealed, unused easel that comes with a box and no additional items. As I said before I think photographing the box wasn't the best idea given it mentioned the not included items but as it was clearly stated that these were not included some onus is on the bidder to actually read the auction thoroughly.

I think if this were me I'd offer to refund on return, this could be a chancer who knew full well the extras weren't included and just perhaps wanted to play on the ambiguity to try and get a partial refund.

halibut2209

It is misleading, but not deliberately so. If you don't take a picture of the actual item, then you run that risk

johnnyboyrebel

As said, buyers don't read (and many can't) it is obvious that you were selling the easel only so the buyer is after q partial refund or is genuinely dim.

Either way rather than spending more time discussing it on here I would tell customer to return, refund upon return and relist with a proper photo of the easel only.

baffcat

soolin wrote: »

The picture though shows a box with contents and the auction states 'brandnew'

Brand new according to Ebay is

Item Condition
New
A brand-new, unused, unopened and undamaged item. See the seller's listing for full details.

therefore the box in the photo which forms part of auction should be new and sealed otherwise I feel buyer will easily win a SNAD claim

Sorry Soo, but you've selectively quoted from the ebay explanation. They specifically tell buyers to "See the seller's listing for full details"

Mind you, when I sold scissors, way , way, WAY back in the day, I'd often get buyers yelling about only getting one of the "pair" (of scissors).

johnnyboyrebel wrote: »

As said, buyers don't read (and many can't) it is obvious that you were selling the easel only so the buyer is after q partial refund or is genuinely dim.

Either way rather than spending more time discussing it on here I would tell customer to return, refund upon return and relist with a proper photo of the easel only.

I'd do that too.

hermum

It will be interesting to know if the buyer asks for a partial refund when the OP tells them that as per the listing it was for the easel only.

johnnyboyrebel

baffcat wrote: »

Sorry Soo, but you've selectively quoted from the ebay explanation. They specifically tell buyers to "See the seller's listing for full details"

Although in this case it is reasonably clear what is for sale here, in general you can't rely on a seller description and why do this anyway? If you are listing something that is not the same as the picture then why use the picture in the first place? Sounds like you would argue that as the description stated x then you listed it correctly. You're missing the point and taking eBays help pages too literally.

It has to be spelt out exactly what is for sale to avoid any hassle, to openly use a different image but add something to the description suggests a sly way of listing to ensure people look at the auction

Babiesmummy_2

johnnyboyrebel wrote: »

Either way rather than spending more time discussing it on here I would tell customer to return, refund upon return and relist with a proper photo of the easel only.

I emailed the buyer back earlier advising a refund when I receive the item back and as yet haven't had a reply. I will update when I do.

Thanks for all your help. As I said earlier lesson learn't.

baffcat

johnnyboyrebel wrote: »

Although in this case it is reasonably clear what is for sale here, in general you can't rely on a seller description and why do this anyway? If you are listing something that is not the same as the picture then why use the picture in the first place? Sounds like you would argue that as the description stated x then you listed it correctly. You're missing the point and taking eBays help pages too literally.

It has to be spelt out exactly what is for sale to avoid any hassle, to openly use a different image but add something to the description suggests a sly way of listing to ensure people look at the auction

I look at the picture/s, and read the listing. If anything's unclear, I ask a question to clarify. The Op's listing stated clearly what was included in the sale, and what wasn't.

Personally, I stick up as many pictures as I can, and to make the description as clear as possible. Even so, I still get stupid questions that are pre-answered simply by reading the description.

I probably go overboard with my descriptions, but doing so means I get less & less questions, and less dissatisfied customers later. I also try to incorporate new aspects into all relevant/similar descriptions if a question or feedback highlights a possible issue I hadn't considered previously.

On the flip side, I've bought items (luckily very seldom) where I've received something not exactly as I thought I'd ordered, only to revisit the listing to find I'd assumed something that wasn't there.

It's why I refund/replace with no quibbles if anyone has an issue with one of my items, and why I'm the largest seller in my categories.