How to deduct fees before sending a refund to the buyer?

Question

Hello all!A customer sent back an item for a refund, but I have to take out some fees before I can process it according to my return policy. However, I can't find the option to deduct those fees from the refund. What am I overlooking? I used to be able to do this, but now it seems like I can't. Please help!! Thank you!

lisa5768 · Answer

@savumore

Your return policies are out of date and not enforceable. eBay does not allow restocking fees and you can not deduct the original shipping from a refund.

If a buyer opens a remorse return eligible sellers can deduct a percentage of the refund due to loss of value when an item is returned not in the condition it was sent in. Sellers can require buyers to pay return shipping for these returns.

See pages below for refunding buyers and the seller protection page for eligibility requirements. https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345

https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115&st=3&pos=4&query=How%20to%20handle%20a%20return%20request%20as%20a%20seller&intent=refunding%20buyers&lucenceai=lucenceai&docId=HELP1113

All buyers, including international, are covered by the eBay money back guarantee when an item is not as described, does not arrive, or arrives damaged. It overrides your no returns or refunds policies.

Items damaged by the carrier are included in the eBay money back guarantee. You refund the buyer and then make an insurance claim with the carrier. Insurance is to cover the seller not the buyer. You can request photos of the damage and ask the buyer to help with taking the packaging and item to the carrier for inspection but the buyer is not required to do so to get a refund.

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210&st=3&pos=4&query=eBay%20Money%20Back%20Guarantee%20policy&intent=money%20back%20&lucenceai=lucenceai&docId=HELP1238