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Partial refund to a buyer
how do I give a partial refund but also have the item shipped back to me
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how do I give a partial refund but also have the item shipped back to me
loug781
OP6 months agoI don't disagree but thats what Ebay support said. The buyer did open a return for the item however my options are to reject, refund without receiving the item back or partial refund without receiving the item back. Given that I called customer support since neither of those options work and I wanted to accommodate the buyer this is what they told me. I let the buyer know the various scenarios and he chose to return the item back. Once I receive it I will call customer support back and issue the refund less shipping.
glorybells
·6 months agoCustomer support is notorious for giving bad advice. They tell you what you want to hear, not necessarily what you need to hear.
loug781
OP6 months agoOk thanks for the response. If I did not offer returns for this item but the buyer just didn't want the item is there any way I can have the buyer return the item and then I offer a full refund but retain what I paid for shipping to the buyer? Thanks, Lou
wooden_flower
Mentor6 months ago@loug781
I honestly don’t know what the system currently does if the buyer opens a return and selects ‘don’t like it’ or ‘changed my mind’. The system might automatically decline the request based on your no returns. Or it may let you decide if you will accept it. I don’t know which is the current processing - it has changed over time. But the current help page says the buyer can request the return and it will be your choice to accept or decline.
If the system allows you to accept the return, you would not have to refund the shipping, and the buyer would pay the return shipping as well.
You could set up a return preference that automatically accepts the return for a specific reason like changed my mind. I’m pretty sure this would override the no returns on the item. https://www.ebay.com/rt/editautomation
I can look around for more info on this.
If you set up the preference, you can delete it as soon as this specific buyer opens the request.
loug781
OP6 months agoGot it. I actually was looking at that page as well. I did finally get a hold of a customer rep and they said because the item was setup for no returns they would need to process the return through them after I receive the item back. If I accepted returns on that item then I would have a choice to do a partial refund and have the item shipped back to me. Thanks for you help, Lou
wooden_flower
Mentor6 months ago@loug781
Please let me know how that works out, if you think of it - I’ve never heard of that before.
As a buyer I would be skeptical if you told me to send an item back without opening a return, even though I know that I know that I could open a dispute through my credit card if the refund wasn’t issued.
comics-scifi-collectibles
Mentor6 months ago@loug781. Customer service does NOT give good advice.
You can accept the return if you wish even when you have a no returns policy as long as the buyer uses a remorse return reason. If you charged the shipping separately from the item price it can be withheld from the refund.
wooden_flower
Mentor6 months ago@loug781
You can’t. If the buyer returns the item, you must issue a full refund.
If you are not top rated, then the item would have needed to offer free returns to be eligible for a partial refund based on being returned in a different condition than when sent.