Start with the specific disagreement
When an item is not as described, preserve the description that influenced the purchase and identify the specific difference. Size, model, material, included accessories and condition are easier to compare than a general feeling of disappointment. Check whether the seller is a business or private individual, because the relevant process may differ. Then request a clear response about the mismatch.
Work through the facts, one step at a time
Save the listing and order
Keep the advertised specification, photographs and any pre-purchase answers. Listings can change or disappear. Note the date and version where possible rather than relying on a later screenshot of a revised description.
Compare only the relevant differences
Document what you received and the feature that does not match. Separate a description issue from shipping damage or a fault that was not described. Use measurements or model labels where they are safe and meaningful.
Discuss the requested resolution
Explain whether you want clarification, replacement, return or another arrangement. Ask how collection and payment would be handled. Check the applicable platform or local complaint route before missing a time-sensitive step.
What this can look like
A desk is advertised as 120 cm wide but measures 100 cm. The listing, order and a clear measurement show a specific mismatch. That is a more focused complaint than saying the furniture is not good enough.
This is an invented scenario to explain the approach, not a customer result or a prediction of your outcome.
Records worth gathering
- Original listing
- Order specification
- Photos or measurements
- Pre-purchase messages
Keep originals and prepare copies of the relevant parts. Redact unrelated personal details before sharing. Explain any gaps in the record rather than filling them with assumptions.
Open a clearer conversation
Edits stay on this page and are lost when you leave. Nothing is sent automatically. This is a discussion starter, not a legal notice or settlement agreement.
Before you agree to the next step
Do not assume retail protections apply identically to private sales or every country. Check the seller’s status and the appropriate local guidance.
Put any proposed outcome into specific terms: who will act, what they will do, the amount if money is involved, and the date. Identify what remains unresolved. An invitation, a discussion and a signed agreement are different stages.
What if the seller changed the listing?
Use the version you saved, the order confirmation and relevant messages. Explain the source and date of each record so the discussion concerns the description at purchase rather than a later version.
Further guidance
These independent resources cover related issues. Check the location and type of case each applies to; they do not establish your rights everywhere.
A private place to prepare your side
SettleBetween provides private AI guidance for each person and a shared space to discuss approved information. You choose what to share and whether to agree. Availability depends on both parties’ locations and the dispute type.
Free to start. The case starter pays $79 only after both parties sign. The invited party never pays the agreement fee. See included access and pricing.
Prepare your side freeAI can make mistakes. This guide is practical preparation, not legal advice. Use appropriate official schemes or independent advice when needed. A discussion here does not pause external deadlines or guarantee payment.