Seller responsibility question.

[guitar0633]

I have a question about seller ethics.

If I post a photo of my item, and an important accessory is missing from this item, should I mention the missing accessory?  If I don't mention it, is it considered proper selling courtesy to mention in the listing that only what is in the pictures will be in the package?

Is a buyer being reasonable if they return an item if I didn't do the (Only what is in the photos is what is included in the sale.  If it isn't in the pics then it won't be in the package)?

Let's say I sold a camera lens.  Every lens comes with a cap to protect the glass, so I admit that is an important, attachable accessory.  But the pic of the lens didn't show the cap, BUT, the listing did not mention it missing nor did it say that whatever is in the photos is only what will be in the package. 

So is the buyer reasonable in returning the item if the listing failed to at least state the photo statement?

[judydu2]

I would say yes, the buyer is reasonable in wanting to return said item. If the listing does not mention a missing part that is a usual part of it, then it is assumed that the part is included. You MUST be specific and thorough when describing your item to avoid any confusion on the buyer's part.

[gwzcomps]

You should disclose anything that would be relevant to the purchase of the item. I do generally throw in a "If it isn't pictured then it isn't included" to cover my poo hole. Ironically buyers don't read listings or look at pictures so no matter what you do there is nothing to protect yourself from false claims.

Also if memory serves correct be sure make sure there isn't mildew inside the lens and/or oil on the aperture

[divwido]

Listings should always include facts-what it is, who made it,  what is included and what is not.  Leaving an item or feature missing hoping buyers will notice it or be OK with it is never a good idea.

[divwido]

If the camera lens doesn't show a cap or mention an included cap-then no cap should be expected.

But, if the buyer complains to  ebay, ebay will side with them saying it was implied and blaming you.  Even if you say there is no cap, people will not read it and run off to complain.

Isn't ebay fun?

[myboardid]

A buyer can make a claim of not as described  if the seller leaves out any information at all about what they are going to receive.

A buyer can also make the same claim even if the description is absolutely perfect, by lying about it, and eBay will accept their claim anyway. 

[fashunu4eeuh]

Buyers can miss the obvious. It is for the seller's protection to mention an important accessory that is missing and not included. Failure to fully describe exactly what is in the listing, is a Not As Described case waiting to happen.  To take it one step further, a seller should never show an item in the listing that is not included. Say you have 5 items for sale, each sold separately. Show only the one item, not all five. That also is a SNAD waiting to happen when a buyer thinks the listing is for 5 doodads, not one. By the same token, flaws need to be also clearly described and photographed. The onus and responsibility is on the seller, not the buyer, to be clear about what will be received in the shipment. 

[guitar0633]

You made 2 posts and seemed to contradict yourself.  You said the listing should include what is NOT included.

[guitar0633]

Let me clear some stuff up about this situation.

I already know Ebay supports buyers more than seller many times.  This question isn't about what Ebay will or won't do.  It is ONLY about whether the buyer who returned the unit acted unethically in doing so.

Let's say I know both the seller and buyer.  I am friends with both but they don't know each other.

Now.  The buyer says he wasn't even upset that the seller didn't actually say in words in the description that no lens cap was included.  He says that had the seller only done the basic courtesy of just saying that "whatever is in the pics is what will be included, NOTHING ELSE" that he would not have bid on the lens because the cap was not included in the pics, so he says he would have then known for sure that no cap was with it and would not have bid at all.

The seller says "Hey, it wasn't in the pic, so you should have ASSUMED that only what was in the pic would be in the sale and I shouldn't have had to mention that whatever was in the pic is the only thing that will be in the package.  He says the buyer acted unethically for the return, and the buyer says the seller didn't have to actually say the cap was missing, but that the seller should have at the very least mentioned that what was in the pic was only what would be in the package.  He says had that simple statement been added he would not have bid.

The seller says that is NOT an Ebay rule that the statement HAS to be made.

We know Ebay awards the return, the seller gave the return with no dispute or even a message back, return was immediate.

So

DID the buyer act unethically by asking for the return.  Or did the seller do everything that should be reasonably expected of him by the buyer?

[trustedbasset]

Maybe it’s a good idea to include a phrase like “What is shown is the entire listing” or “seller is not responsible for items that are not pictured or not described”.
Not that would be an argument against an open case. It would maybe get a few buyers to ask questions.

[guitar0633]

Good thought, but you didn't answer the question. Did the buyer act unethically for requesting the return.

[guitar0633]

But did the buyer act unethically in requesting the return?

[guitar0633]

Sorry for asking twice, I'm on the phone and forgot to refresh and didn't think the first response got through.

[div_style]

I think your listing should make it crystal clear what is and is not included.  The only surprise a buyer should experience upon opening his package is that it is better than expected.

[mam98031]

It is the sellers sole responsibility to FULLY describe what is being sold in a complete, accurate and factual way.  NO exception.  That doesn't just mean through pictures.  It means in the title, ISBs and in the literal description area of the listing.

If you are selling something that has a flaw, make sure you have clear pics of that flaw.  And make sure in the description you describe that flaw or flaws in detail.

If there is something that one might normally think would be included with what you are selling, then you should call that out in the description and be clear about what is and isn't included with the purchase of any given listing.

Think like a buyer when you are writing your title and description.  What would you put into the search box if you were looking for that item should be a driving force behind how you word your title.

Now once you have found some listings for an item you want, what is it that you as a buyer would want to know about it.  Color, size, dimensions, flaws, accessories, etc. etc.  Leave NOTHING to anyone's imagination.  Spell it out clearly and completely.