How to solve problem with GSP sale

[ton_haf]

Hi,

The buyer purchased through GSP 2 boxes with 72 lipsticks each. 

After receiving the parcel buyer claims that he/she got just half of the order (72 pcs instead of 144).

I sent the right number of lipsticks: one was in the package of 72 and another 72 was lose (without original pack 6 small boxes by 12 lipsticks). I ask to send me photo of the label to see the weight of package and image was showing 3.6 lb. I measured weight of the box 72 pcs and it is 1.9 lb which is telling me that it was 144 lipsticks in the parcel when it was relabeled in the eBay Center. Also, I checked my inventory, and I don't have extra items. My question is how I can solve this issue with buyer? What I have to do?

Thank you.

[disneyshopper · Accepted solution]

If the buyer files a case with ebay, you will need to state that the item was shipped using the GSP, and ebay will turn it over to Pitney Bowes who runs the program.

[ton_haf]

Thank you for the advice!