Global Shipping Program swapped and sent wrong items to two Italy buyers. Please help!

[madcaptoys]

My buyer contacted me today and informed me that the Global Shipping Program Sent him the wrong item.  I had on March 12th shipped two action figures to Italy to two totally different buyers.  The reference numbers were very similar and were shipped internationally with the same carrier.  This particular buyer informed me that they received the wrong action figure so the correct action figure is currently being delivered to the wrong buyer-both from Italy.  I contacted Ebay customer support via phone this afternoon and the rep told me to inform the buyer to open up a return and I wouldn't have to do anything else and the Global Shipping Program will provice an offline service request and the GSP would be responsible in handling the matter.  

After I made the phone call, I received an email stating the buyer has opened up a request but the email asks me to 'accept the return'.  I was told not to do anything and GSP would provide the offline request HOWEVER if I leave it be and don't do anything, Ebay could automatically refund the buyer because of no activity thus I will lose the item unreturned and my money.  There should be notes of my phone call that I made to Ebay today from the rep that I spoke with.  What should I do now to avoid any issues?  Please help.

[vintagemoth12]

I wonder if the rep you spoke with forgot to tell you to accept the return once he filed it? I am like you in thinking that if you don't accept it then they will refund for you and you will lose the action figure too. 

Have you called them back? Sorry this happened. I know it seems like a huge thing but it's not. Don't let it stress you. They will get their money back. It was an honest mistake.

[madcaptoys]

I'm honestly afraid to accept the return because like you said, the email says if I do, then I'm responsible for shipping and it wasn't my fault since it went straight to Pitney Bowes from my Post Office to be prepared for global shipping to Italy. I'm thinking about maybe calling them back tomorrow and get reassurance on what to do. I was hoping someone from the community through Ebay would be able to offer me some advice.

[missjen831]

@madcaptoys Do not accept the return! You have to call customer service back and tell them it’s a GSP sale. Otherwise if the buyer asks eBay to step in, the system will probably hold you responsible and tell the buyers to return the items to YOU at YOUR expense! So call eBay so that they can close out the request and refund the buyers out of ebays pocket. Good luck 

[madcaptoys]

Thank you,  jen_proudleowife.  I haven't accepted the return.  I'm going to give them another call today to have them close out the request and provide an offline service request through GPS like the customer rep said.  I'm not sure why the rep told me to tell the author to open a regular return when I specified it was a GSP sale.

[madcaptoys]

I'm so aggravated.  I called Ebay yesterday and they said this was no fault of my own through the GSP program and Ebay Italy will be contacting my buyer and myself within 72 business hours.  This is the letter I received translated from Italian to English: 

Dear Kathy,   thanks for contacting us. They are Flori, nice to assist you.   I have taken charge of your email regarding the subject: 192471667127 and I am sorry that this transaction did not have the desired result.   I inform you that eBay does not have the means to check the status of the objects closely, so we can not know what kind of item you originally shipped and what kind of item received the buyer.   From the date of opening the request, the time of 8 days is at your disposal to find a solution, so eBay can not intervene.   I ask you the kindness to contact the buyer to find a solution within the time granted otherwise, after this time we can ask for our intervention and only then we will be on eBay to decide how to continue.   Currently we can not proceed with the closing of the request.   Thanks for your understanding and collaboration. Good day.   Best regards Flori B. EBay customer service.

I was told that an offline service request through GSP would take care of the problem, refund the buyer and I wouldn't lose any money.  Do I have to make a THIRD call to customer service to get this stopped?  I have 100% feedback rating and I have never had this happen before.  

[fashions4passionint]

Call CS again so they can fix this. 

I had a similar situation. Buyer in Germany received something I didn't send them. They had photos to show package inside the GSP packaging was from another seller. 

Took 4 phone calls to get straightened out.