Return request - Not as pictured or described

[dealuxe_store]

I have received a return request from a customer who is claiming that the colour of an item in a listing does not match the actual product.

Has anyone has this scenario before?

I also received a ebay message with a summary of the case and down the bottom it says that the seller is responsible for return postage however in my listing, the buyer is actually responsible for return postage.

I spoke to customer service about this and they advised that the buyer is responsible for return postage and then sent me this link: http://pages.ebay.com.au/help/buy/return-item.html#shipping-charges which states:

"If you're returning an item because it isn't as described in the listing, the seller is responsible for return postage costs, regardless of the seller's return policy. "

Now this totally contradicts what the customer service rep has just told me. I contacted another customer service rep today and he also advised that the return postage has to be negotiated between the buyer and seller.

Clear as mud? Any one have a definitive answer in regards to who is responsible for return postage if the buyer opens up a claim of item not as described?

If the answer is what I think it is, it is making it even harder for honest sellers to conduct their business...

[harley_babes_hoard]

This is the new money back guarantee. sellers have to pay for returns unless change of mind.

http://pages2.ebay.com.au/eBay_Money_Back_Guarantee

But then on this page under we've got your covered it just says

"You can now shop on eBay knowing that if your item doesn’t arrive, or is different to what was described, you’ll be covered for the purchase price and original postage on eligible items."

i would point this out to them.