Reversing full refund for partial

[renewtoyou15]

Buyer bought 4 Rae Dunn mugs for me; double-boxed & packed well, but 1 arrived cracked (cold weather I think). They requested a refund which I approved but now would like to keep all mugs & get partial refund. I'm OK with that but don't know how to reverse the process to make it happen.  I have looked through eBay but can't figure it out. I appreciate your help

[caldreamer]

Once case has been "opened" it cannot be changed by customer or Seller.

What you should do is give customer "partial refund" as promised.   Go to Orders, All Orders (click on SEND REFUND).

EBAY requires customer to "return item" if they want a refund.   Because customer does not want to "return items" case will automatically close in "your favor".

[renewtoyou15]

Thank you. I thought I couldn't reverse the process, too, but customer service told the buyer that I could.  I will give them the partial refund & when they don't return the entire item (4 mugs), the "case" will be closed and eBay will release the sold amount - is that correct? thx!

[stuff4divas]

@renewtoyou15   the customer has to close the case, then u go to the drop down menu next to the sold item and click on 'send refund'

[renewtoyou15]

Thank you - I appreciate the info

[renewtoyou15]

thank you all for your help with this. The customer "closed" the case & I have refunded their money.