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Buyer is claiming everything as shown in PHOTO (is what they bought)
The buyer claims that everything shown in the photos was included in the purchase and that I failed to provide the items they believe they purchased. The listing clearly stated, both in the title and description, ‘Portable device ONLY,’ and at no point did I mention a tablet, iPad, or any media device as part of the sale.
This was a high‑value item purchased at a discounted price (as per buyers request), and the buyer never asked any questions before completing the transaction.
The listing explicitly states that the sale is for the device only. Photos cannot add items that are not included in the written description. I also explained to the buyer that the iPad/tablet shown in the photos was used solely to demonstrate that the portable device powers on and functions properly—this is standard practice for wireless devices. The listing contains no language such as ‘iPad included,’ ‘tablet included,’ or ‘comes with display device.’
There is no implication of a bundle. The product sold is a wireless device and does not come with any media device.
The buyer did not ask any questions prior to purchasing, and for high‑value items, eBay expects buyers to clarify any uncertainties before committing. Their failure to do so does not create an obligation on my part.
Bottom line: The buyer is claiming the listing was misleading, but the title, description, and photos all clearly reflect a standard ‘device only’ sale. The tablet shown is a demonstration example, not an included item. Therefore, I am not required to provide a tablet, and my listing was accurate, compliant, and transparent.
Curious about what others think about this. Any feedback or your thoughts are welcome.
mr_lincoln
Mentor4 months agoHi @jy-8884
Some Buyers like to fish for discounts, nothing is off the table in that regard. If they are requesting a return then accept it, provide a return label and get the item back. If they ship something other than what you sold them or it is returned non-functioning then to help cut the loss some Seller protections may apply: Seller protections | eBay
Like withholding up to 50% of the sale price and keeping their original paid shipping.
jy-8884
OP4 months agoImages and descriptions must match — if an image shows a tablet to show functionality, but the listing title and description says “Portable Device only,” buyers must be able to clearly understand what is included.
inceptions
Mentor4 months ago@jy-8884
The photo needs to match the description and the description needs to match the photo.
When the buyer opens a return, eBay will decide in the buyer's favor. You can be proactive and handle the problem before eBay has to get involved or you can wait until eBay gets involved in which case eBay will refund the buyer from your account, you'll receive a defect on your seller record, and you will lose the credit you would otherwise receive on your fees.
jy-8884
OP4 months agoFunctionality demonstration: If the item has a function (e.g., a device), it indicates you can show it in use—for example, a phone in action, a coffee maker brewing, or a gadget with its screen on. This is acceptable as long as it’s a real, unaltered demonstration and not staged in a way that misleads buyers.
inceptions
Mentor4 months agoHi @jy-8884
Invite your buyer to open a return for an item that is not as described. The photos must show only what is included in the listing.
jacbarcollectibles
Mentor4 months agoeBay policy is that whatever is shown in the photos on the listing are to be included in the purchase so the buyer has the right to expect to receive what is shown. You cannot just say some things are not included in the purchase. The buyer does not have to question you about what is included in their purchase. You never place items in the photos that you will not be sending to the buyer.