Buyer requested ROMs that were never included, then opened an “item not as described” claim — what can I do?
Summary: aussieusbs is an Australian eBay seller dealing with a buyer dispute over a USB drive sold with Batocera software, which clearly stated no games or ROMs were included. The buyer requested these additional games, which were not part of the original offer, and then initiated a claim stating the item did not match the description. lezned-toycollector suggested swiftly contacting an eBay agent, highlighting the clear listing terms, and considering adding the buyer to a blocked list. Others recommended ensuring clarity in future listings to prevent misunderstandings. Feedback also noted the importance of transparent seller claims and honest feedback representation.
Hi everyone,
I’m an Australian eBay seller and I’m looking for advice from other sellers about a buyer dispute.
I sold a USB drive containing Batocera. The original listing clearly stated that the product was Batocera on a USB drive and specifically stated that no games or ROMs were included.
After purchasing the item, the buyer requested that games/ROMs be included. This was not part of the listing or the purchase.
The buyer has now opened a return/dispute claiming that the item does not match the description. However, the item I supplied is what was advertised, and the listing clearly stated that no games were included.
I have screenshots of the original listing and the buyer's messages showing what was requested. I have also reported the buyer's conduct through eBay.
I’m concerned that I could lose the sale proceeds even though I supplied the product that was actually advertised.
What would you recommend I do at this point? Should I appeal the case, provide the listing and buyer messages as evidence, or take any other steps?
I’d really appreciate advice from experienced eBay sellers who have dealt with a similar situation.
lezned-toycollector
·3 weeks ago · EditedI deal with this type of situation on a fairly regular basis.
Unfortunately, the vast majority of eBay buyers don't bother looking at the pictures - or even reading the listing title, description or specifics at all. They just buy items randomly without any knowledge at all of what they are buying, and expect their purchase to match their pre-conceived ideas of what they would like to receive - rather than what they actually purchased.
Once they ask for anything which isn't included in the listing, they void their coverage under the MBG, as well as lose the right to leave neutral or negative feedback.
They also earn the right to be added to your blocked buyers list.
The instant a return request is opened, respond with a message to the buyer which includes a C&P of the wording from the listing which shows that the buyer is expecting something which is not offered in the listing. Then contact an agent via chat right away. Don't ignore the request, and make sure you contact the agent within the alloted 3 day time frame.
You'll need to provide the item number and the buyer username, then ask them to look at the listing and read the messages between yourself and the buyer.
The usual result will be that they step in and the request will become a case. It's not uncommon for eBay to refund the buyer, but the case should be closed in your favour with eBay covering the refund amount.
aussieusbs
OP3 weeks agoThanks, I really appreciate the detailed advice. That makes a lot of sense, especially the part about clearly pointing eBay to the exact wording in the listing and contacting an agent promptly if a return request is opened. I’ll definitely keep this in mind.
davewil1964
·3 weeks agoIn future it would probably pay to cancel the listing. 'Problem with buyer's address' is the best option as, except for 's address' it is true.
countessalmirena
·3 weeks ago · Edited@davewil1964 Agreed. And… as some buyers appear to live in Cloud Cuckoo Land, it could be even more apposite.
But OP, I do agree that you need to present the necessary information in as clear a manner as possible. That means putting the information in the description, not in another tab. Don’t make the buyer work for it by another click.
sandypebbles
·3 weeks agoYour blurb says you have 100% positive feedback
Yet you fail to mention 14 of your 24 is eBay automated feedback, which has zero buyer input,
And you call yourself the #1 seller in The Linux category?
A very quick search from one random seller in Australia has sold over 1000 Linux items with only 4 eBay automated positive feedback
Those things alonewould turn me off considering buyer from you
That, and as gutterpunkz has said already
gutterpunkz05
·3 weeks agoWhy is this " hidden" behind "compliance & Policy Terms" and not displayed in plain sight, like the fact that it has no logo?
NO Copyrighted Content, Game Files, or ROMs Included: This drive is sold strictly as a clean, blank utility system framework. It contains absolutely ZERO digital video games, ZERO commercial arcade archives, ZERO copyrighted console ROMs, and ZERO unlicensed BIOS files. The buyer assumes total legal responsibility for acquiring and utilizing their own legitimate software backups. This listing does not promote, host, or facilitate copyright infringement.
aussieusbs
OP3 weeks agoThe product being sold is the gaming software/system, not the copyrighted games themselves. The listing clearly states that no games, ROMs, or copyrighted content are included. Anyone buying it expecting games is expecting something that was explicitly never included in the product.
gutterpunkz05
·3 weeks agoIt is stated, but not openly, especially with the big red banner showing plug and play.
So why not state all that openly, rather than hiding it. It will be interesting to see which way ebay goes. They may make it a goodwill payment, but I think one way or the other the buyer will be refunded.
springyzone
·3 weeks ago · EditedThe information may be stated but if a buyer has to click to open that extra info, it is touch and go whether they will see it.
Your aim as seller should be to make everything as crystal clear as possible.
If you can't fit it in the title, at least have it up front in the open description.
You are just creating a possible headache for yourself if you don't.
I realise you feel you have made full disclosure, but you haven't taken into account how a buyer feels. To quite a few buyers, it might seem you are trying to pull a bit of a fast one on them or at least not being as upfront as you could be.
Buyers like this-yes, they should look at ads carefully-but they are never going to say to themselves that they were at fault, they are going to feel bitter or resentful and say your ad was intentionally misleading.
sandypebbles
·3 weeks agoThe fact the information is hidden, whilst big, misleading banner ads citing 100% feedback and how the are the best is the clincher for me
gutterpunkz05
·3 weeks agoAnd I could be wrong, but I think it is a free download