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Returns and refunds
I sold an item (a calendar) via the Global Shipping Programme. The buyer has a parcel that he claims he has received the wrong item. The photos show bone china Royal Albert which I did not send. The sender address on his parcel is not mine. How do I get Ebay to step in? Thanks.
4 comments
**peaseblossom**
Mentor7 months agoAsk the buyer to open a not described return. Reply to it that the correct item was shipped to and received by the UK GSP hub and therefore you are not liable.
Or if the tracking is not yours tell them to open a not received case. And add the same reply.
If you have any problems with that ask to speak to an agent via the help link.
david-formula1stats
OP7 months agoAccept the return
Or
Offer a full or part refund.
If I accept the return I have to buy a label. Will I get refunded? But the item was not mine!
Meanwhile I have sent a letter to the postal address of the sender of the parcel he received with photos of the item. Presumably their buyer will report not having received the item they purchased.
David Hayhoe
Your message 10-01-2026 4:24 PM:
Ask the buyer to open a not described return. Reply to it that the correct item was shipped to and received by the UK GSP hub and therefore you are not liable. If you have any problems with that ask to speak to an agent via the help link.
**peaseblossom**
Mentor7 months agoIf you can't add the information to the return case you should contact ebay about it. eBay have removed our direct link but click on the help link at the top of any page. Select any topic then scroll down to Contact Us and get to automated assistant. Ask to speak to an agent and repeat until it passes you to a real person.
If the buyer still escalates and wins the case you can appeal here:
https://www.ebay.co.uk/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369
@david-formula1stats
david-formula1stats
OP7 months agoThank you. It was awkward dealing with buyer from abroad. But I eventually got an Ebay agent to phone me who accepted the situation was not my fault, and the GSP unit who attached the wrong label. Ebay wrote to confirm that I wasn't liable and would be paid and my buyer would be refunded.