How Can a Seller Cancel a Purchase With Partial Refund?

[ukinnyc]

I sold an item to a buyer, who had an obsolete address on file. Two weeks after shipping, it was returned to me with a  comment that it could not be forwarded.  I contacted the seller and asked her, if she wanted to pay for shipping again or if the order should be canceled. She admitted that she had moved, but completely ignored my question how to proceed. Now I would like to cancel the order, but only do a partial refund: total purchase amount minus Paypal fees minus shipping charges minus sales tax. When I go through Ebay, the cancellation results in a complete refund. How can I keep control about what's being refunded? I reported the case to Ebay, but immediately received an automated response that Ebay would not respond to me individually. 

[fmwsells]

This is how I process the partial refunds.

For paypal payments you have to go directly to Paypal. Just go to Paypal and find the transaction. Click on send refund or process refund  (I can't remember exact wording). 

If you are on Managed Payments you can process the partial refund from ebay

From the Seller Hub

1) Click on All Orders

2) Scroll down to the item in question

3) Click on the small arrow in front of "Leave Feedback" In the Action column

4) Click on Send Refund

The send refund page allows you to process partial refunds.

[futuremarine2011]

you are  going to  have to refund the whole purchase.  you are gonna have to eat the shipping fees . welcome to ebay.

[futuremarine2011]

unless  you can get her to agree to what you want. good luck with that

[ukinnyc]

With a refund through PayPal the sale would not be cancelled; the refund would not be part of the Ebay transaction record ....

[ukinnyc]

Like I said, communication with the buyer has been rather ineffective.

However, what's the basis for your opinion? After all, the shipping is documented in the transaction record, so I fulfilled my end of the bargain. 

There is one added diagram: the line diagram at the tope of the tracking window in Ebay shows the shipment as delivered. When you scroll down through the 21 line items int he tracking history, which - curiously - are out of chronological order, it states that forwarding was unsuccessful, that a return to sender was "processed", but then the tracking history ends ash e USPS distribution center in my hometown , but there is no record that it was delivered back to me. As per the virtual paper trail, the shipment disappeared in oblivion. Right now, I'm actually leaning towards riding this out, hoping that the insurance may pay for a lot item, if the seller ever files a claim.

[futuremarine2011]

lots of things on ebay you can fufill as a seller that your are suppose to do and still be liable for it. look at  before  and after christmas time when all the INR cases popped up.  sellers sent out their items and fulfilled their responsibility.   buyers filed  thousands upon  thousands of cases. if the  the package didnt show any movement for so many days ebay declared the package LOST and buyer gets refunded. mind you, this is ebay saying that. usps says the package is DELAYED  at the beginning of the tracking  and it might not show any movement on the tracking for awhile . boom , a week or two later tracking picked right back up on usps and most everyone has received their stuff. so if it is lost , how did  they suddenly, miraculously, find all of those LOST pkgs. buyer gets refunded, buyer receives pkg, buyer keeps package. yet the seller  fulfilled his obligation in making sure the pkg was sent out on time. i had 8-9 request opened up on me. if my buyers hadnt  been repeat and descent buyers i would have had to refund them and let them keep whatever they received. they sent messages saying they knew it wasnt my fault. all of the pkgs finally got there and i havent had to refund anyone. do think ebay was gonna tell me it wasnt my fault?  they would have jerked  my funds out so fast it would make your head swim. yet i fulfilled my obligation to ebay

[fmwsells]

You don't have to worry about a claim if the customer admitted in writing that the address was wrong. It used to be possible to open a case to cancel a transaction completely after issuing the partial refund before the "Selling Manager/Seller hub" was created. As far as I know it cannot be done anymore. The transaction will show that there was money refunded back to the customer.