Photo and description not matched, error on my listing

[tomruth78]

I recently sold a cottage themed jigsaw on ebay.  The title and description were correct with large text saying the name of the jigsaw in the description.

However, when installing the photos on the listing page, ebay clicked back using the old phtotos (from the similar listing I was using to create my new listing) which are similar (both cottage themed jigsaws) so I hadn't noticed the error when listing my new item.

The buyer has received the jigsaw but is unhappy. 

As the description and title were correct, where do I stand? I don't mind offering a partial refund etc, but do I have to as the buyer clearly didn't read the description or the title for the item?

I am happy to hold my hands up if I have made a mistake, but just want to know if I need to.

Thanks

[pixiesen2012]

you need to apologise to the buyer,

issue a prepaid returns label and refund in full when you get the item back

it is up to YOU to check the item description and pictures match.

[tomruth78]

Thank you, I thought as much. I did hold my hands up as my mistake on the photo and apologised to the buyer.

She is not after a refund (phew) and I thanked her for pointing out my error. I did ask her what I could do to rectify the error.

I have had this problem with eBay reloading the original listing photos from the previous listing that I am using to 'sell similar', but I will certainly be double checking the ones I am listing tonight.

Luckily she is a jigsaw junkie so happy to do that jigsaw as she hadn't had it already.

[rusticrye]

Yes, you absolutely need to. Photos are part of the description, so the item is 'not as described'.

Tell the buyer to open a return request for 'not as described'. Accept the return request, and Ebay will send the buyer a tracked postage label at your expense. Once you receive the item back, refund in full.  The Ebay selling fee will then be auto-credited back to your Ebay account.

PayPal's payment processing fee is non-refundable, so you're stuck with that, I'm afraid.

@tomruth78