How to issue a partial refund with a dispute open

[q4q47_34]

eBay customer service isn't open right now and I'm wondering how to issue a partial refund with a case open. It appears as though I can only issue a full refund through the dispute process, and cannot access the normal refund option with a dispute open.

[mr_lincoln]

Hi @q4q47_34 

-What type of dispute is it?

-Is the Buyer expecting a FULL refund as part of the dispute?

-What is the reason for issuing a partial refund?  Was that agreed to between you and the Buyer?

[q4q47_34]

Partial refund and I'm not disputing it. Basically there was an extra digital code that turns out was expired, and I want to refund the value of the digital code. Also yes, the buyer asked specifically in the dispute for the value of the digital code.

[mr_lincoln]

@q4q47_34 

Go to the Sold item and on the left and use the pull down menu ... towards the bottom of the list is the Send refund function, click that.  The next page you select a reason at the top of the page (another pull-down menu), then type a message and at the bottom of the page enter the amount to be refunded and cycle through the completion process.

Additionally, here is a link to the eBay Help Pages on their electronically delivered items policy:  Electronically delivered items policy | eBay

[q4q47_34]

That is not an option with a dispute open. It won't let you issue a refund while a dispute is open (it has to be refunded through the dispute dialogs).

[q4q47_34]

I figured out how to contact an agent which was a very difficult option to find in the help section. The buyer started an "item not received case" which means I have to wait for it to expire before I can ask eBay to issue a partial refund.

[mr_lincoln · Accepted solution]

---

@q4q47_34 wrote:

I figured out how to contact an agent which was a very difficult option to find in the help section. The buyer started an "item not received case" which means I have to wait for it to expire before I can ask eBay to issue a partial refund.

---

@q4q47_34  What you have to do is Upload tracking to the Item not received claim of you will lose the claim and the Buyer will be refunded 100% and you will get a defect on your account.  You only have 3 days to upload tracking to the claim.