I'm not very experienced in partial refunds so I need help here. I have a buyer who filed a SNAD saying there's a stain on the shirt he received from us. I suspect the stain happened after we shipped it out but that's a moot point.
I asked him if it looks like the stain would easily come off (as it seems to me in the photo he gave). And said if it doesn't come off, we'll replace the shirt for him. If the stain does come off, he can keep the shirt and we'll send him 20% off partial refund. He says okay and he'll report back to me on the laundry status.
He comes back and says the stain came off easily in the laundry. Then I go ahead into the SNAD and click to offer a partial refund of the agreed amount and told him to just accept that offer and we'd be done.
He comes back and says he changed his mind. He now says it was supposed to be a gift for someone and he isn't going to give a washed clothing as a gift. So he wants a full refund now. I have no problem honoring that full refund, but the problem is that my partial refund offer is still pending in the SNAD. I can't change that now. How do I handle this?
