Sold a cheap keyboard, buyer didn't look at the photos and now he sent me an unhappy message.

[calvili_30]

Hi all,

I sold a razer keyboard for a tenner. It's my personal five year old keyboard that ive been using everyday for gaming so the keys are a bit faded, which is expected for a gaming keyboard of this age, due to intensive use(especially around the WASD keys)

I took a photo of the keyboard when it is illuminated which clearly shows the wear of the keys.

The buyer has now messaged me to say he's not happy because I didn't write in my description otherwise he wouldn't have bought it. ie claiming he didn't know about the condition.

The buyer is also a seller himself so I am sure he would've looked at the photos prior to purchasing, as he did also message me multiple times prior to purchase.

How should I reply?

Thanks,

Calvin.

[tressygirl]

Have they opened any case,  or just messaged you that they are unhappy?

Low value or not,  the may just be after a partial refund,  which of course you're not obliged to provide if you do not wish to.

@calvili_30 

[*vyolla*]

You have to factor in that most listings are now viewed via a tiny screen, thus any imperfections must be mentioned in the listing description.

For £10 I'd just issue a refund, else your only option here is to accept the return, issue a pre-paid returns label (which cannot be cost effective) and make a full refund.  

[style_wise]

eBay policy for used items is that any faults or wear should be photographed and described.

[suelel1968]

@calvili_30 "I took a photo of the keyboard when it is illuminated which clearly shows the wear of the keys."

You need to learn from this I'm afraid. I looked at the sold listing and you only had two photos, one of the box, and a badly lit photo of just the front of the keyboard. No close ups, poor lighting, no indication that the keys are worn in the description. It really does not clearly show any wear on the keyboard.

[dancewithadingo]

Good Morning Calvin

I am afraid that this is a 'SIW' as it is important to describe any item fully ie warts and all. While I appreciate that you can't cover every aspect I and your buyer consider any wear on the keyboard to be an important feature.

You have two pictures on the listing and it is hard to see any undue wear around the keys on photo no 2.

Simply apologise and tell him to raise an official case and upon the receipt/return of the item do a full refund. 

In future just try and cover yourself with a detailed description. Don't gloss over things.

Good luck

[calvili_30]

Thanks everyone. I'll learn from this.

[kyanyama]

Ebay allow 24 photos - use as many as necessary to photograph your item front and back, sides - both the item and the box.  It really does prevent problems afterwards.  Also there is the function on photos to trim the photo so only the item is shown - no extraneous stuff.

Despite it being obvious that it is used as listed you really have to include anything that may cause a buyer to query your item condition.  Whilst it takes more time to do the listing initially it saves a lot of time afterwards.  If there are worn characters on the keys state it on the item description and in the item specifics.  Remember the old wives tales:  A stitch in time saves nine.  True then true now.

If they have only messaged you they may just be trying to get a freebie?  Apologise and say if they aren't happy then they are welcome to open a case and you will refund on return - some do return, others who want to keep the item won't.  It will cost you a return postage otherwise you are giving your things away and buyers who get freebies are likely to try it on with every seller.  You can always just list it for slightly more to cover the cost of the label.