Image correct but description slightly off

[co_157038]

I sold a mascara to a buyer who’s trying to return as she bought based off the description and never bothered to look at the photos of the item.

The listing was a copy from a previously sold item which was a black mascara so the description box stated it was black, however the listings title and the actual photos show that it’s brown so there’s no mistaking what the actual colour is.

Does the seller have a case to force a return through eBay for this? Of course I should’ve double checked the description before posting, however she received the exact item pictured so surely this should be what matters?

[1956glyn · Accepted solution]

Unfortunately if the pictures and description do not match exactly then the item is indeed not as described.

We all make mistakes and as you say you forgot to check all the details 😞

Personally i would ask your buyer if they want a small part refund or return the item to you (at your expense) for a full refund upon you receiving it back.

Just be honest with your buyer and explain why the mistake was made.

[dch2112011]

Did I just read this post correctly! 

There is a first for everything - A buyer read the description ! 

There is hope after all, what a pity the description was incorrect !

One buyer who did what every seller on this forum wants them to do has had a bad experiance and needs a refund ! Murphy's law !

[dancewithadingo]

Good Morning co

Unfortunate but yes the picture and narrative must correspond.  Yes she does have grounds for a return for your error.

Apologise and either offer a partial refund or get your buyer to send it back for a full refund.  It's no use blaming the buyer for your mistake.

[rjwilmsi]

It is the seller's responsibility to make sure that all of the item photos, title, listing specifics and description are accurate. The buyer is entitled to rely on any one of those being correct. So, yes, unfortunately, if there are any discrepancies that does give the buyer grounds to return the item for not being as described.

Hopefully, you'll be able to agree something reasonable with the buyer in this case.

[co_157038]

Update

thank you all for your replies, buyer accepted a 50% refund so all is resolved😊