Buyer wish to return item due to colour

[kellyfox1]

Had a message today  "Hi I regret having to complain since the item that I have bought is in such excellent condition but the colour is totally different from the colour that was advertised in the photos. The dress that has arrived is a bright blue and orange whereas the photos show agrey/black and brownish combination of colours which is totally different.I would therefore like to return it.

Although the pictures in the potos even the close up one shows the true colour of the dress orange,blue,cream and blue. I have asked the buyer if they would highlight the dress where the colour is showing grey/black and brown and not the Colourful, as described in listing. 

Or am I seeing the colours different in the photo attached????

Would I have to pay for return postage???? As I see where it not as described as issue, photos shows the colour and in the listing it says colourful. 

[ruby*ryan]

Looking at your photos, I would say grey, dark navy and tan.

Was it a bright blue and orange? If so, I think you may need to accept the return.

[papso22]

It depends what reason the buyer chooses if they open a return case.  If they choose not as described, then you will have to accept it.

[suelel1968]

What colours did you describe it as? 

I can see their point but if you described it as blue/ orange they shouldn't have made the mistake.

I would try to work with them as I think it is unusual to win if the buyer raises an item not as described case. 

[ruby*ryan]

The only references to the colour are 'colourful' and 'multicoloured', so all the buyer could do was look at the pictures, and those don't show as bright blue and orange on my screen.

[lucy_farmer]

I see brown, black, navy blue, taupe and cream....?

If I recieved a dress that was orange and bright blue, I think I'd be pretty suprised as well!

(All computer screens and cameras do things slightly differently)

[department28]

If clothing doesn't fit, a buyer might look for an excuse to return it as 'not as described', so the seller would have to pay the return postage.

However in this case, it looks like this dress is 'Farley's Dress' which does look much brighter in another listing using stock photos, so I think your buyer would be truthfully claiming it was not as described.

[m25jet]

Having looked at the image you included in your post, it appeared on my screen to be a combination of grey, navy blue, tan, beige and white.  However, colours don't necessarily show up exactly the same across all devices, as the brightness, contrast and colour settings of the device can, to some extent, affect how the image appears.  Therefore, if the picture that your buyer saw on her screen showed the colours differently from how the dress actually appeared when unpacked and viewed up close, then if she has opened an Item Not As Described case I can't really see how you're going to be able to win the case.  In that scenario I would advise you to agree to a refund via the case on the condition that she returns the dress to you, ensuring that you provide the buyer with an eBay Returns Label to enable her to post the dress back to you for a refund.

Once you have received the dress back again and have refunded the buyer's money I would suggest adding her User ID to your Blocked Bidders List so that she can't purchase anything else from you in the future and cause you any further aggravation.

On a slightly different note, when listing things for sale it might be worthwhile putting something in the item description along the lines of "Please note that colours can display differently across various devices, and therefore there may be some variation in how the shade(s) appear on your device's screen and how the shade(s) appear when viewed in person."  That way it serves to remind people that just because their device is showing the colours as being certain shades of the colours in question doesn't necessarily mean that the colours will look 100% identical to how they appeared on the screen.

[moldosgifts]

Some good advice so far i'll add my tuppence worth.

Your pictures are definitely washed out.

I have my monitor set up to exactly match my item colour as i hold it up to the screen the colourers are exactly the same.

This dress if it is bright does not match your pictures as they appear on my monitor.

So describe the colour's in your description multicolour could be anything.

And add in that little disclaimer "colour's my differ on your device"

Although i don't think that would cut it in this case they are so far out.

[61stephenuk]

The difference can be seen in your original pics if you look at the neckline of the whole dress compared to the neckline/size image the left image appears blue and the right grey(to me)

It looks like stronger lighting/flash on the closeup

[handmade_by_me]

On the listing it looks grey/black/tan. I think you will have to accept a return and give a full refund. You need to describe what the colours are and try and brighten the picture. Take the picture with the flash on and it will show the colours more clearly.

[lucy_farmer]

Mmmmm,  sorry, still looks like light brown and grey'ish blues to me. Slightly more orangey in the close up but nowhere near bright blue and orange 🙁