Buyer complains about items he thinks he should have received (but were not in the listing)

[beaconshore]

 The Buyer complains about items he thinks he should have received (but were not in the listing)   and after being politely told these items (cables and power supply) were not in the listing, he leaves negative feedback and rants about this "Terrible seller". What's the best thing to do? Thanks.

[recped]

I don't think there is much you can do at this point unless you can determine from the buyer's feedback that they are a chronic/serial negger. Even then I don't think  you'll get far.

One thing for the future which can both make things clearer for buyers and provide you with something to work with if you were speaking with eBay would be to include a more detailed disclaimer than "as is".

Something like this.

"This item is sold As Is, it does not include the original packaging, manuals or cables"

If you had specifically stated there were no cables included and then received a neg which stated it was because no cables were included you just might be able to get it removed.

To be even more useful (when talking to eBay) these caveats should be in the Title or Item Specifics which carry much more weight than what is in the description area.

Some times it's more important to indicate what is NOT included rather than what is included!

[mr.elmwood]

This implies everything is included:  "Tested with a MIDI cable plugged into an electronic piano powered by both the USB input and the 9VDC input."  No mention that these parts were not included.

http://www.ebay.ca/itm/M-Audio-Keystation-49e-USB-and-MIDI-keyboard-/131112870608

[beaconshore]

Thanks for your suggestions! D.

[beaconshore]

OK, That's a point. I always describe everything that is included so it seemed obvious to me that not mentioned equals not there. Also the photo clearly shows only the keyboard. But like recped says, "Some times it's more important to indicate what is NOT included...". Live and learn.

[beaconshore]

BTW mr. e, do you think that merits a "Terrible Seller" and a neg. ?

[rose-dee]

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@beaconshore wrote:
BTW mr. e, do you think that merits a "Terrible Seller" and a neg. ?

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Well, it depends how upset the buyer was to not receive the whole functioning apparatus (this was an electronic keyboard, was it?).  I know this negative stings, but try to look at it from the buyer's point of view.  He might have been very excited to get his item and wanted to have it up and running immediately -- perhaps even for some special occasion or event.  Now it's going to mean extra time, trouble (and probably money) for him to find the accessories he thought he'd be getting with his purchase. 

Did the buyer actually file a case against you for "Item Not as Described"?  Based on your listing, he probably could have won.  I'd say that most buyers who read your ad would reasonably assume they were getting a fully customer-ready, plug-in-ready gizmo. 

'recped' is right -- Don't leave room for misinterpretations.  Better to clearly state all flaws, missing pieces, damage, wear-and-tear, etc. etc. than to assume that your buyer knows exactly what you know about the item.  If the buyer decides not to bother reading your description or item specifics and makes an INAD claim, you may, as 'recped' mentions, at least have something to support your side of things with eBay.

[rose-dee]

By the way, I meant to add that saying an item is sold "As is" (as you did in this listing), is not a sufficient disclaimer when the customer can't actually see and examine the product.  As 'recped'  suggests, you need to specifically describe what "As is" actually means.

[beaconshore]

Thanks rose-dee, mr. e, and recped for your thoughts.

[mr.elmwood]

I am not condemning you, not at all. I am giving a different set of eyes perspective. I have been nailed worse, for less.

I have had customers come back at me and it took me days, weeks, to figure out what they meant, based on what they think.

I like to put in my description "You get exactly what you see". I have had buyers write "I do not see it, but I assume it is included". Assemblies, parts, sub assemblies, it goes on and on.

There is no best description. Best you can do is weed out as many of the assumers as you can.

[cumos55]

I have seen some interesting situations  because of perception  and not reality.

(1) Seller of a piece of art glass, takes a photograph against a backdrop of other pieces..... Buyer assumed he was getting everything in the photograph.

(2) The photograph was of a vase with flowers... the vase was being sold....  Buyer complained about not getting the flowers.

(3) Twice I have seen booksellers have a listing of a set of books...  Books were photographed between a pair of quality book ends.

In both situations I suggested these seller state that the bookends are not a part of the sale.....  One seller said so in red and bold wording aft6er revision of the listing..

(4) There are many sellers who state

"See the photographs for a full indication of the condition of the item being sold"...

A photograph may be a 1000 words.... However, if it is not the RIGHT words, a buyer may be misled by what is NOT said in a listing

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(5) Even when one provides a careful and full description  one must say so in words a buyer will understand.

Many sellers of books give a very technical description of what they sell...

words other booksellers only understand....

words that everyday people may find confusing....