Buyer demands delivery of an item that was not included in the purchase
Hello and good day, I would be grateful if a seller who may have been in this situation themselves could give me some advice. The situation is as follows: Item 401620145666
I sold a jug, the buyer from Switzerland has paid and the delivery went promptly. The buyer is very happy with the jug, but insists that I deliver the plastic pedestal on which the jug was photographed. However, this was not included or offered in the description.
Almost every seller photographs with props, even with AI-generated backgrounds, or places their item on a dresser, crate, table, etc. I put the black part under the jug so that the three-pronged base would be easier to see, or it belongs to my photo equipment.
Do you have to give in to all such absurd demands just to avoid a negative rating?
What do you think about it? Thank you for reading
cosmoretroshop
·2 months agoAs everyone else has already written: The images are part of the offer, and text and images should be unambiguous.
In cases like this, I write " ... serves only for illustration and you are only buying a ... and nothing else". It's legally sound.
antikguppy
OP2 months agoSo, I’ve now changed all the offers with the following sentence:
NOTE: You are only buying the product described here. Decoration, backgrounds, photo equipment, etc. that may be visible in the photo are not included in the scope of delivery!
I think that’s now perfectly understandable for the 1% Peter wrote about, and hopefully I won’t ever cast a shadow on the photo ...or I’ll end up reflecting in a photo of a mirror 🙄😄
perfect-sally
·2 months agoWell, in your pictures the "pedestal" doesn’t really stand out clearly from the item, so it gives the impression that it comes with it.
If I were the buyer, I probably would have been pretty dumbfounded too when I saw what was delivered, and I would at least have asked you about it first.
And it wasn’t explicitly mentioned anywhere either that it isn’t included! In your other listings (jugs), for example, there’s no "pedestal" visible, oddly enough, and without the pedestal they can be seen very well - much better than in the pictures with it.
I’m afraid you’ve scored an own goal there.
antikguppy
OP2 months agoThanks for the response. Sorry, I don’t quite understand. In the listing, it clearly says what is being sold:
"nice jug with wicker handle on warmer with trefoil base incl. spirits burner"
The plastic part is just a riser, precisely because without it the jug wouldn’t have stood out. There are also AI-generated photos that I don’t use, with lots of other parts in the background, or another example: If I had photographed the jug on, for example, a tea table, I wouldn’t have had to supply that either, right? Conclusion: Only what was being sold was explicitly described, including in the title line.
perfect-sally
·2 months agoAnything visible in a picture that then isn't included should definitely be mentioned so that such ambiguities don't even arise in the first place.
antikguppy
OP2 months agoThat would be just the same as if a buyer of yours were to demand the tablecloth or the table you're photographing on 😀 No customer has ever come up with that in 25 years....
perfect-sally
·2 months agoYou're comparing apples and oranges here. You asked for opinions and I wrote you mine. I'm sure other users will chime in too, with different opinions or maybe even ones who agree with me.
antikguppy
OP2 months agoIt is completely clear to me that every person can have a different opinion, totally okay. No need to get all grumpy just because I looked at your offers and you also didn’t explicitly rule out your backgrounds. So why am I comparing apples and oranges then? In the item description it clearly states WHAT is being sold, and that is binding, not something that wasn’t mentioned...
perfect-sally
·2 months agoA background is something completely different to me than a pedestal! If I were, for example, to photograph a locomotive on a track, I would explicitly write in the description that the rail does not belong to the offer.
petersmodellbahnstuebchen
·2 months agoMoin @antikguppy
some customers really do come up with strange ideas. That’s why I also mention objects visible in the pictures, which are also shown in the item description and the photos, in the item description to avoid misunderstandings. For example, in offers like these:
Item number: 157821872770
Item number: 157824295219
antikguppy
OP2 months agoThanks for the reply, Peter
Then tomorrow I’ll get around to changing ALL the item descriptions. I was convinced that customers know they’re buying what’s described and know on their own that decor or photo equipment isn’t included. Normally I only sell within the European Union. I made an exception especially at your request. I hope I can still find the item and am figuring out what the cheapest shipping option could look like. Really annoying.
Greetings to the beautiful Baltic Sea
petersmodellbahnstuebchen
·2 months ago@antikguppy
Hi Dirk,
I’m also convinced that 99% of my potential customers know what they want to buy. But the remaining 1% can unfortunately cause so much trouble on Ebay that the desire to sell on the internet keeps tending more and more toward zero.
That’s why I also put more into my listings than I think is necessary.
For your pictures too, I would write that the easel is not included in the scope of delivery. Even if that should be clear to any normal person.
*sweet-melody*
·2 months agoHello @antikguppy !
So, I would have thought too that this coaster belongs to the
listing. As you can see now, the description
of your listing is not that precise after all,
A listing has to be described in such a way that no questions are left open.
You didn't mention the coaster either in the headline or in the item description
.
That's why I would still send this coaster afterwards and for next time,
exclude all things that don't belong to the listing.
Have a sunny day!