Buyer put wrong reason for return, how do you change that

[raus3142]

We have a request for a return, Buyer said it is not as described however after we 

proved to her that it is pictured and described correctly she stated she just doesn't want it

We have a no return policy but we are willing to let her return it but with her putting not as described we have to take it back, lose our shipping cost (we charge for shipping) and it looks bad

for us on eBay. She is willing to change her reason but we don't know how to do that.

So, we are willing to refund her but don't want to refund her under 'not as described / pictured'

She needs to change it to doesn't like it or something to that effect. 

How do we do that?

Any help would be greatly appreciated

[comics-scifi-collectibles]

@raus3142   Unfortunately buyers do only have one chance at a refund request and can't close it and open a new one with a different reason.

When you get it back you can offer a partial refund and subtract the shipping cost.

How to offer a partial refund

To offer a partial refund:

1. Go to your Returns dashboard.
2. Select View return details beside the item.
3. Select Offer a partial refund and then Continue.
4. Enter the amount you wish to offer the buyer.
5. You can choose to add a message to the buyer.
6. Select Send offer.

You can only offer a partial refund once, and the buyer can choose to accept or reject your offer.

[inceptions]

Try contacting eBay to see if they will change the reason for the return. Show them the eBay messages where the buyer agrees to change the reason. I've heard that eBay has done this in the past.

You can request a call back from eBay on the left side of the page at this link:

https://www.ebay.com/help/contact_us?id=4002&st=10