Not as Described Return

[julee]

A buyer has asked for a return on a dress that was altered. I did put the fact that the hem was altered in the description. She is not happy with the way the alteration was done. So, she requested a return because it was not as described. I have two questions.

Can she change her reason for asking for a refund?

If she can't, will I have a bad mark on my top seller rating if I do refund her with the reason for return being not as described?

Thanks for your input!