Return Started but Buyer Agreed to Partial Refund

[ort1123]

Hoping someone can help point me in the right direction. I recently sold an item that had some damage to it in the mail. The buyer and I had some back and forth to figure out a solution and the long story short is that we ultimately agreed to a partial refund to cover the damage but after an official request for return was started.

The money is on hold in PayPal so I can't issue a direct refund and the eBay return center is limiting me to printing a label for the return or refunding the full amount only. Thanks for your help.

[wesk_36]

I have never done this so I could be wrong.

I'm assuming that the buyer wants to keep the item.

I thought partial refunds were for items already returned by the buyer.

So when the buyer opened a return, they are supposed to return it, and after it's returned, then you could give a partial refund if the item was returned damaged etc. That would benefit you but not the buyer. So it seems backwards the way you are doing it.

Now the funds are frozen, maybe the buyer can cancel the return, then when the funds are available, refund from paypal.

Now I think you will have to respond to the case soon or ebay will give them a full refund.

"Partial refund option
You can offer a partial refund if a returned item is damaged, missing parts, or otherwise not in the same condition as when you shipped it."
https://pages.ebay.com/seller-center/service-and-payments/returns.html#m17-tb2

I think it's different for managed payments sellers.
"Managed payments sellers can offer buyers full or partial refunds up to 90 days after the original transaction date. If a cancellation, return, or claim is opened against the order, the Send refund option will not be avilable."

[wesk_36]

Are you sure that there is nowhere to offer a partial refund instead of just printing a label?

Maybe someone knows where this option is.

Ebay also says;

(the seller)Offer you a partial refund and let you keep the item – This can be a good compromise when you're not completely satisfied with your purchase – for example, if it arrived with a minor scratch – but you're happy to keep it.

https://www.ebay.com/help/buying/returns-refunds/returning-item?id=4041

Sorry, it's hard to follow when ebay has 5 or more different separate pages on refunds!