Guide for sellers

Buyer says "item not as described"? What sellers can do

About 5 minutes to read

You described the item honestly, packed it carefully and sent it. Then the message arrives: "not as described". Sometimes the buyer has a real problem. Sometimes they have changed their mind, damaged it themselves, or are hoping for a free item. Here is how to protect yourself before and after a claim.

Before you sell: build your evidence

• Describe faults clearly. Mention every scratch, mark and missing part, with a close-up photo of each.
• Photograph or film the packing. Show the item, its condition and anything identifying, such as a serial number, going into the box.
• Note serial numbers and unique marks. If a different item is sent back, these prove it is not yours.
• Send it tracked. For valuable items, use a service that needs a signature.

When a claim comes in

1. Stay calm and reply quickly. Most platforms set deadlines, and missing one can mean losing the case automatically.
2. Ask for photos. Request clear pictures of the problem before agreeing to anything.
3. Compare with your evidence. Match their photos against your listing and your packing photos.
4. Check what comes back. If a return is agreed, film yourself opening the parcel and check the serial number before accepting it.
5. Ask the platform to step in. If you believe the claim is false, give them your evidence and ask for a decision. Check the platform's current seller protection policy, as rules change.

Your rights as a seller in the UK

If you sell as a private person rather than a business, the item must match your description, but a buyer does not have the automatic 14-day right to change their mind that applies to shops selling online. If an honest description says "used, with scratches", a buyer cannot later claim it was meant to be perfect.

If you sell as a business, the rules are stricter. Buyers have full consumer rights, including, for most items bought online, 14 days to cancel and return. Clear descriptions and good evidence still protect you against false claims.

If you are being scammed

A buyer who returns a different item, or an empty box, and keeps yours is committing fraud. Report it to the platform with your evidence. In the UK you can also report it to Action Fraud.

Selling where both sides are protected

On many marketplaces, the buyer's word decides the case. On Bothsure, every problem is decided on evidence from both sides: the listing, the packing photos and the tracking.