Ebay can"t remove unfair defect rate

[lyudmylam2006]

Buyer accidentally open return request.Reason:item is not as described.But actual reason was that color of amber earrings didn't match compleatly to necklace she has.Second day buyer sad "sorry about,it is just missunderstanding" and closed case and left positive feedback.

During 4-5 month I called several times to customer serviss and asking to remove defect rate.But they can't.Explanation:the reason was "item is not as described".

How do you think-is it fair?