Partial Refund on a Return Request?

[rfmtm]

I have free returns, which use to qualify you to offer a partial refund, but when I click on Refund Now (without a return), it defaults to a full refund.  Or do I have to click on go to the next page to see the option?  Don't want to do that unless I am sure that it just won't process the full refund.

Of course now that a return is open, I can't use the refund button in the Seller Hub, so what do I do with a buyer that has agreed on a partial refund?

[inhawaii]

INR return for shipping damage?

[rfmtm]

Sorry, I meant IND.

[mam98031]

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@inhawaii wrote:

This has happened to me before.

When there is a return open, you lose the ability to do a partial refund.

Explain this to the buyer.

If you can talk the buyer in to closing the return, then give the the partial refund you both agreed on.

Good luck!

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@inhawaii 

That is when you would offer a formal partial refund for the buyer's consideration.  See the link I posted in post # 12.

[mam98031]

kyle@ebay 

elizabeth@ebay 

devon@ebay 

We could use some guidance here.  There is several post with different info pertaining to this subject that seem different from the published policy.  What is the correct answers and if the policy is different than I posted, would you please direct us to the right one.

[kyle@ebay]

Hey @mam98031 you are definitely on the right track here; free returns wouldn't have any impact on this situation.  Offering free returns only comes into play when offering a Less Than Full Refund after an item has been returned, and has lost some value.  Additionally, the help page you linked to earlier in this thread is still accurate and up to date.  

@rfmtm if you manually accepted the return, that will prevent a partial refund from being offered.  You are initially presented with a few different options, one being "accept" and another one being "offer partial refund", so you wouldn't have the opportunity to go back and choose the other option.  However, if you have your returns automatically accepted, you would still have the opportunity to offer a partial refund.  

It sounds like there may have been more than meets the eye to this this return.  I realize you already had the buyer close from their end and you completed the partial refund afterward, but you shouldn't need to go through those extra steps.  I'd still recommend contacting our agents so that they can look over this return in more detail and see what might have caused the option to disappear.  

[vitame_84]

Im having same issue. Once buyer requested return, the partial

option went away. Buyer doesnt trust to cancel so i can refund him(ok understandable) but i cant give him a partial refund until he cancels. So annoying. Im telling you mercari is way less complicated than ebay. 

[mam98031]

This is an old thread and will be closed soon.  You may want to start a new thread or join a more current one.

[kh-vince]

Hi everyone,

Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread if you wish to continue to discuss this topic.

Thank you for understanding.