eBay buyer complaining that item not same colour as photo

CaroB_2

Another day, another problem buyer. I've had over 500 successful transactions and suddenly two problems in a row!
I sold some tapestry threads which I'd bought on eBay but hadn't been able to use. I took a photograph of the threads in full daylight, deliberately not using the flash so that the colours would be most accurate.
The buyer, who bid in the last 5 seconds, lives in Sweden and had a feedback score of 1, sent a message yesterday saying that the threads weren't the colour that was shown in my photograph and she can't use them. I replied explaining the care I'd taken with the photograph and offering to refund them the price they paid (not including postage) if they send the threads back to me. The listing states that I don't accept returns.
She has replied, having attached my photo, a photo she took (indoors, under artificial light), a picture of her tapestry and a photograph of herself. She is now stating that the colours are brighter than she was expecting (her previous email said they were not as bright as in my photo, but this could be a language issue) and she wants to return the wool, but that she's not happy to have to pay for postage both to and from Sweden.
What should I do? She has been very polite and has spent some time taking the photograph and describing in detail exactly why the colours aren't the same and why she can't use them. Should I offer her the full price she paid, i.e. refund her the postage and be out of pocket myself? She's claiming that the item is not as described but that's not true - a lot of things look different under natural daylight versus artificial light.
I know that other people have had similar problems and I've certainly been disappointed that clothes, etc. have not been the colour they looked in the picture, but I've never complained or asked for a return because that's just the way of things!
Help!

pinkshoes

If she opens a dispute, she'll have to pay to return it tracked, and you'll have to give a full refund of initial cost and initial postage.

Personally I'd just politely reply that the colours are shown in natural day light in the photo, so as described, but as a gesture of good will, you will refund her initial cost if she returns the item.

CaroB_2

Yes, that's what I did in my first email. When you say 'initial cost' do you mean the total amount she paid, or just the amount she paid for the item (i.e. not the postage cost)? - The item was £7 and postage to her was £4 (I can't remember what it was for me but I have the receipt somewhere so will just take off what I paid if it was less than £4), so do I refund £11 or just £7? I've offered the latter but she's obviously not happy with that. If it were me (and it was me when I originally bought the threads on eBay - the picture was taken in artificial light so they looked brighter than they actually are) I would just keep them for another tapestry project

pinkshoes

initial cost = total amount paid.

(ebay will force you to refund this if a dispute is opened, so it looks better on your seller account if you just agree to it).

If she leaves a neg, just reply factually.

CaroB_2

OK, thanks.
So I'll effectively be out of pocket? I guess this is OK if it avoids a dispute/neg. It's annoying because there was another bidder who made several bids but was outbid by this woman at the last minute! D'oh
Will eBay refund my final value fee?

pinkshoes

yeah, you'll end up out of pocket, but they will also have to pay return postage (tracked!), so will be out of pocket too... They might not want to return it if they have to pay return postage.

A neg isn't the end of the world. Just respond to it politely and it won't put any buyers off.

You could try sending a cancellation once you've received it back, but if they don't agree to it, you won't get the fee back.

Was it expensive??

CaroB_2

Nah, just £7. It's more the principle of the thing as the postage cost £3.71 and it's not my fault she's not happy with it as the photo was as accurate as I could make it! The eBay fees are nothing in comparison with the postage.
I'm also slightly concerned as in her first email she said the colours weren't as bright as in the photo and in the second email she said the colours were brighter than she was expecting. Hmmm
I'll offer her a full refund if she returns it by tracked means (stating that this is what eBay requires) and see what happens