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Buyer keeps the item AND the money after a buyer protection case – what's the best way to proceed?
Summary: mr.robotic-0 describes a problem with an eBay buyer who kept both the refund and the item after a case was decided in the buyer's favor. Despite reporting it to eBay multiple times, the buyer did not send the item back, and mr.robotic-0 is now frustrated and has reversed the eBay fees, which has led to a negative balance. He asks the community for advice about the negative balance, experiences with eBay support in such cases, and possible steps against the buyer, such as setting a deadline or filing a court payment order.
Hello everyone,
I need your advice on a tricky case that’s really frustrating me.
The buyer opened a case. The delivered item was completely fine and matched the description exactly. Because I missed a deadline on my side in the system, eBay customer service has now decided the case (case no. 5384090838) in the buyer’s favor and refunded the money.
The real problem: The buyer still hasn’t returned the item to this day. There is no tracking number for a return shipment. So the buyer is now sitting on the refunded money and the flawless item.
I have already reported the buyer through the system several times because of this behavior, but eBay has not responded at all so far.
Out of frustration over this unfair situation, I reversed the eBay fees, which has now left my eBay account in the negative and I owe eBay money.
I realize that the missed deadline and the fee chargeback complicate the situation – but the fact that the buyer gets to keep the item without giving anything in return, and eBay remains inactive despite multiple reports, surely can’t be the final outcome from a legal or platform perspective (unjust enrichment).
My questions for the community:
What’s the best way to deal with the negative balance on eBay without immediately risking collections proceedings?
Do you have any experience with how eBay support responds in closed cases when it can be proven that no return has taken place?
What steps would you recommend regarding the buyer (deadline notice, court payment order)?
Thanks in advance for your thoughts and tips!
