Change return amount

[shabtiques]

OK, for some reason when I was sent the return request I selected full refund even though the buyer and I agreed on a lesser amount.

The buyer has returned the item and it's time for me to refund the money, but eBay won't let me change the amount of the refund from $130 to $70 since I initially selected full refund.

How can I change the amount of the refund?

[caldreamer]

With EBAY automated returns system...amount you are forced to refund is based on "reason for return."   If reason is "not as described, defective, counterfeit" (you must give full refund + shipping BOTH ways).   If reason "doesn't fit or buyer's remorse" (then you only refund purchase price).

In your case (since you made a special deal with the customer...it would have been better if customer just returned item and you would only refund agreed upon amount.   Once customer opens "case" you cannot override this automated system (case will not close until you refund the proper amount).  

[fashunu4eeuh]

What was the reason given for the return?

[sapphire_studio]

If it makes you feel better your issue is not that you selected the wrong thing.  If you would have selected partial refund that would immediately given it to them from your funds and closed to the case (With no requirement for them to return it to you).

 You can't go through with a return, get your item back, and then do only a partial refund no matter what you verbally agree to in the messages. The only exception is if the item comes back damaged and you're top rated seller (who offers either free or buyer pays returns and 1 day handling)....then you can deduct up to 50% for the damages that the buyer did to the item.  I'm assuming you don't have that option or else you probably would have used it.... I am guessing because you had No Returns on the item. You should Seriously consider changing to buyer pays returns instead of no returns on your listings for many reasons.

[mam98031]

@shabtiques 

I"m confused.  Why would a buyer accept a lessor amount for a refund when they have returned the item to you?  Your buyer actually agreed to you getting the product back and allowing you to keep $60???

Would you please explain this to me as I simply do not know why any buyer would accept or that Ebay would allow you to extend anything but a FULL refund since you have the product back??????

[shabtiques]

The item was a three piece jewelry set; necklace, earrings and bracelet. The buyer is keeping the earrings and bracelet and only returning the necklace.

[shabtiques]

Item damaged was their reason. The necklace was photographed and described in the description as needing repair. The buyer didn't pay attention to my pictures or description.

Because they are a good customer, I'm allowing the return of the necklace for a partial refund.

[mtgraves7984]

How can I change the amount of the refund?

@shabtiques 

Well, you can't now. Do you think the buyer would pay you $60 after you issue the full refund? Thinking outside the box...

[sapphire_studio]

Yeah next time tell them they need to return all of it for a full refund.  Ebay doesn't have a way for people to only return part of a lot to receive part of a refund (Unless it's done in good faith without a case opened)

[mam98031]

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@shabtiques wrote:

The item was a three piece jewelry set; necklace, earrings and bracelet. The buyer is keeping the earrings and bracelet and only returning the necklace.

---

Well that is an important piece of information.  I must have overlooked that you shared this before, sorry.

There is still no way to do this within the Ebay system.  I'm not aware of Ebay being able to allow a partial refund and a return too.  That would be very unusual as is what you agreed to with your buyer.  

You will need to contact Ebay to work this one out as there is no way to fix this on the site that I'm aware of.

Here are your options for contacting Ebay Customer Service.

https://twitter.com/askebay?lang=en

https://www.facebook.com/eBayForBusiness/


If when you use the link below you can only get to the Automated Assistant, type AGENT in the box and hit enter. You will then get more options.

https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851

For the Payment Team
https://www.ebay.com/help/selling/getting-paid/getting-paid-items-youve-sold/payments-hold?id=4816&&...