Buyer Opened Full Return Instead of Agreed Partial Refund –Only Full Refund Option Showing
A buyer purchased a set from me, and one of the items was not working.
I informed them that I could issue a partial refund once they initiated a return request, and they agreed.
However, the buyer proceeded by opening a return for the defective item.
The item was delivered back to me on Monday.
At this point, I only see the option to issue a full refund.
How can I apply the partial refund amount we previously agreed on?
15 comments
meme6253
·7 months agoYou are stuck with issuing a full refund now, No way around it., Did you know that one was not working?, If you did that should have been mentioned in your listing.
web_seller_charlie
OP7 months agoThe items were tested by us and confirmed to be working prior to shipment.
However, we noticed that when multiple units were purchased in bulk bundles particularly by other retail resellers at heavily discounted ratesthe rate of defect claims increased. Since switching to selling the items individually, we have not experienced the same level of reported issues.
One even said to refund or send a replacement but after saying a return is required they went silent
fern*wood
·7 months agoWhen they opened the return, what option did you pick? I have worked out a partial with a buyer before and picked the partial refund option among the return options. The buyer then accepted my partial refund offer which closed the case. I did not require a return of the broken piece, though. So once that happened, you probably will have to refund in full.
johnrj1226
·7 months agoYou need to play ball by eBay rules - not your rules
web_seller_charlie
OP7 months agoWasn't trying to skirt the rules. ðŸ˜
On other platforms this is not a issue on doing.
Now I know for future sells to inform the buyer to return everything.
wastingtime101
·7 months agoBecause you sold the 2 items as 1 set (and not as 2 individual items), you are stuck. The system does not have a way to process a return for 1/2 an item @web_seller_charlie .
You'll have to refund the full amount. If the buyer is cooperative you can ask them to re-pay for the 1 item they kept - either with a new listing or through PayPal/Venmo/Zelle/etc.
In future: send a prepaid label for the 1 item through eBay messages, and once you get it back use 'send refund' to issue the agreed upon partial. If you go through the returns system, the buyer needs to return the entire set for a full refund.
kensgiftshop
·7 months agoIf the item was returned, why would you give a partial refund?
mamacassidy
·7 months agoI think the OP is saying that 1 of the 2 items was defective, so the buyer only sent back the defective one and kept the working one.
So he was trying to give a partial refund for the 1 defective one.
web_seller_charlie
OP7 months agoYes, they kept the working unit and returned the bad one.
web_seller_charlie
OP7 months agoIt was a two piece compoments.
One worked the other "didnt".
mamacassidy
·7 months agoIn the future, you don't need someone to open a return to issue a partial refund. You just go to the order and use the drop down menu that says More Actions and send a refund there.
At this point, the ebay system thinks your complete item was returned, so you are required to issue a complete refund.
web_seller_charlie
OP7 months agoI called support and was told if the buyer didnt put the return request in Ill only be able to do a full ruffund.
It didnt allow me until a partial refund until the buyer put the return request in but didnt mail the product out.
bonanza125
·7 months agoYou are required to issue the buyer a full refund. The item is defective and returned to you. Issue the full refund and be done. You can't give partial refund in this case.
christworks
·7 months ago@web_seller_charlie You are not a Top-Rated Seller, so you can't issue a partial refund once a return is opened. Your only option is to fully refund your buyer. You could ask them if they would rebuy the working item, but I highly doubt they will agree to do that.
By the way, if the item was not working, then the item being defective was the correct choice.
web_seller_charlie
OP7 months agoThanks. I'm guess I'm out 3 sells.
I will update the listings requiring both pieces returned.
We're finding that returns go up when we sell to other storefronts or in bulk for items that were tested .