eBay

coffeebean832 · ‎07-09-2019

Sellers who offer free returns- have you ever encountered a situation where the system did not show the option to deduct a percentage of the refund within the return flow?

tod184 · ‎07-10-2019

Hi,

I saw your message on the weekly chat.

At what point are they going to ask you if you want a partial refund? How many times can you click "refund now" before they give you any option?

tod184 · ‎07-10-2019

According to the ebay rep on the weekly chat:

"From your Manage Returns page in Seller Hub, you can select the Issue refund option to the left of the item to be taken to a screen where you can specify the refund amount. A refund is only issued once you confirm the refund amount by selecting the blue button in the lower right corner that says Refund the buyer."

Have you tried this?

coffeebean832 · ‎07-10-2019

@Anonymous wrote:
Hi @coffeebean832, I will take a look at the return you are discussing and see what might be going on. There are some rare instances where a partial refund cannot be issued (typically when an eBay Voucher or eBay Bucks were used in the original transaction) but we should have some options to help resolve these situations.

Trinton- I called CS and they opened a ticket with engineering then told me to wait 24 hours to see if the partial refund option presented itself. If the situation wasn't fixed they said to call back and they would help me issue a partial refund from their system.

A few hours later a case was escalated and the buyer was refunded in full by eBay- so I guess the rep decided to proactively resolve it. I didn't know they were going to take that step but it was one less thing to worry about!

It was a low dollar transaction- not a big deal- but I was more concerned that the partial option wasn't there and trying to figure out if it was a site glitch or how to resolve it- in case it ever happens with a high dollar transaction I want to be prepared.

I wonder if the buyer on this transaction used a coupon or bucks as you suggested, thereby eliminating the partial refund option.

@tod184- You will see the partial option right off the bat. If it's not there then you're stuck just like I was and you will have to call customer service to work out options.

Anonymous · ‎07-10-2019

@coffeebean832 wrote:

@Anonymous wrote:

Hi @coffeebean832, I will take a look at the return you are discussing and see what might be going on. There are some rare instances where a partial refund cannot be issued (typically when an eBay Voucher or eBay Bucks were used in the original transaction) but we should have some options to help resolve these situations.

Trinton- I called CS and they opened a ticket with engineering then told me to wait 24 hours to see if the partial refund option presented itself. If the situation wasn't fixed they said to call back and they would help me issue a partial refund from their system.

A few hours later a case was escalated and the buyer was refunded in full by eBay- so I guess the rep decided to proactively resolve it. I didn't know they were going to take that step but it was one less thing to worry about!

It was a low dollar transaction- not a big deal- but I was more concerned that the partial option wasn't there and trying to figure out if it was a site glitch or how to resolve it- in case it ever happens with a high dollar transaction I want to be prepared.

I wonder if the buyer on this transaction used a coupon or bucks as you suggested, thereby eliminating the partial refund option.

@tod184- You will see the partial option right off the bat. If it's not there then you're stuck just like I was and you will have to call customer service to work out options.

Hi @coffeebean832, I'm not seeing any reason why the partial refund amount would not have been available. If you run into this again, please touch base with me with the related details and a screenshot of the options you are seeing so I can investigate a live example more fully