Managed Payment Partial Refund Issue

[reclaimed_rags]

I am on managed payments & have a buyer that opened up a return request, which I accepted, however afterwards we worked it out and she will keep the item in exchange for a partial refund. The "refund" option isn't available in the dropdown next to the order as it is on my other orders, I am assuming because there's a return open. The buyer says she cannot cancel the return request from her end. Any ideas on how to solve?

[comics-scifi-collectibles]

@reclaimed_rags   You should be able to offer a partial refund from the refund request

To offer a partial refund:

1. Go to your Returns dashboard.
2. Select View return details beside the item.
3. Select Offer a partial refund and then Continue.
4. Enter the amount you wish to offer the buyer.
5. You can choose to add a message to the buyer.
6. Select Send offer.

You can only offer a partial refund once, and the buyer can choose to accept or reject your offer.