How to get the option of sending the right item when I made a mistake?

[manuman9joq2a]

I ship the wrong item and the buyer open a return case I provide the return shipping label and I received it the only option I see is to refund the buyer but she wants the doll she bought 

I shipped the right item and change the tracking # and I still getting messages from eBay demanding to refund the buyer I click for help and my only option is to refund the buyer? Does the resolution personnel ever check for any updates? 

[koinonia215]

You can ask the buyer to close the case and that will take care of it. However, they may not be willing to do so until they receive their purchase. Ebay only gives you a few days after you receive the return to give the refund and then they will force it and you will get a nasty strike against your account.

[kensgiftshop]

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@manuman9joq2a 

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Due to the time you have to refund the buyer, I thinks it's better to go ahead and refund the buyer.

Then you can relist it for the buyer.

You can ask the buyer if they'll close the case, but they probably won't until they receive the item, and by that time, Ebay might have already refunded the buyer.