Disputed item and failed return and non-payment | Questions and answers among users

superalgo · 2025-09-25T21:31:24.074000Z

I am a non-professional seller.I sold a set of items that the buyer later disputed as not working.After reviewing the report, I accepted the claim and we agreed on the return of the item.However, to date:The buyer has not shipped the return, despite the agreement reached.The payment has not been released after more than 10 days since they received the item.In the sales rules published on my eBay profile, it is clearly stated that the return must be made within 5 days of receiving the item.This deadline has been exceeded, and I now find myself without the return or the payment.I kindly ask for guidance on how to proceed: Can I request a step in from Customer Service to protect my position? In fact, it seems that Customer Service is inclined to protect and side with customers without taking into account sellers' evaluations, and any disputes may more easily go in favor of customers at the expense of the seller's fairness.Is it legitimate to request partial compensation for the item not returned?I asked customer service to step in by urging the seller to immediately ship the delivered item; otherwise I am asking for credit of 1/3 of the value of what was shipped and kept by the customer.Also: What value do the sales rules/conditions described and imposed by the seller have?What value do the seller's Warnings have if they are not read and respected by buyers?

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Disputed item and failed return and non-payment | Questions and answers among users | eBay Italy