Buyer not happy

[JollyScaryGiant]

Argh. Been trying to sell an Xbox controller on eBay. The first buyer didn't pay so I had to re-list. Posted it out and the new buyer is not happy. Here's what I listed it as:
Pink Xbox 360 controller. In good used condition. Some small marks on left thumbstick. Is working.

She says that there are three chips on the bottom that I should have told her about and that she will open a case if we can't come to some arrangement. I have emailed back asking for a photo of the chips - I genuinely have no idea if they're there or not.

Can I ask her to return the item if she's not happy? How would postage work if that happened?

Lesson learned that I need to photograph items from every angle before posting.

Thanks in advance for your help.

yes you ask her to return and then you refund her money including the p&p - if it is your error you should give her the return postage costs back too but ebay cannot enforce that.

also did you file a non payer case against the first buyer to get your final fees back?

Yes, I did the case and got my fees back.

What are the alternatives? Can I (should I) return a proportion of the money? If she's happy with that. I'll be very out of pocket if I have to refund postage AND pay for her to post it back to me.

Thank you for your advice.

you can offer a partial refund - most sellers don't. Some buyers use a slightly faulty item as a tool to get a partial refund - buyers remorse and all that. Most sellers, and most advice, is to ask for the item to be returned and to refund. eBay will never enforce a partial refund either. You are prob best telling buyer to return and then you will refund in full - many buyers will not want the hassle or expense of returning if what they were actually angling for was a partial refund and a cheaper item.

Thank you, that is useful :)

if she posts it back she has to pay postage.