Buyer claims product and partial refund not working because return process startet

[redeyesvfr]

Hello everyone,

I sold a smartphone privately from Germany to Hungary, and the buyer is unhappy with it. He initiated a return and it proved difficult to follow the eBay process and return the item at my expense with a paid label. The return process has already started.
We have now agreed on a partial refund. I cannot offer him a partial refund now because the return process has started.

How can I change or carry this out?
Can anyone help?

Greetings from Germany

[house*of*paws]

Hi @redeyesvfr 

It would be better if you asked this question on the eBay Germany site ... rather than the US site:

https://www.ebay.de

Here in the US, sellers cannot provide a return shipping label to a 'foreign' buyer.  [They need to provide the money for the buyer to purchase a label.]   

Things probably work differently in the EU ... and I'm sure the eBay Deutschland Community will be able to provide the information you need.  🙂

[redeyesvfr]

Hi @house*of*paws ,

thank you for your answer.

ebay Germany community referred me to ebay.com community 🙂

Is there any way I can involve/invite eBay to that claim so that we can resolve this claim with the buyer and cancel the return process with eBay's help?