Damaged Returns - partial refund

[ladyraerae]

Hello,

I am fairly new to selling.

I sold some uninflated balloons.

The buyer said they were damaged because they were screwed up.  They did have lots of creases, but once inflated they all disappear and the balloon is perfectly ok.

I accepted the return, as my options were:

1. give a refund and they keep the product

2. ask buyer to return product for refund

3. message buyer.

Today I received the balloons back, and they are now damaged, we a split in the seam of 2 of the 6 balloons.  They are now damaged and I cannot resell or use them.

In the returns system I clicked the button confirming I received back the balloons.

Now the only option I have is to give a refund, and I want to make a partial refund due to 2 of the balloons being returned damaged.  But there is no option.

I can report a problem, and check boxes that it was returned damaged but then thats it, nothing happens after that - just a thanks for letting us know message.

I can't message the buyer via the return either to let them know its returned damage.

I had a call back from eBay and they just read off a script how to do partial refunds - but I'm not a top seller.  They also told me to go via Paypal to partial refund, but the funds are on hold because there is a case open.   So they said report an issue with the website - which I have done.

I also done a web chat with eBay and they said to send a message to the buyer via resolution centre to agree partial refund, but then it is outside of the return process log and there's still no option to actually do a partial refund.

So is there a way for me to give a partial refund, or will i have to loose out with both damaged items and loss of money?

Thanks in advance if anyone can help me.

Rae

[myescape]

If buyer requested return for damage ,you will have to refund in full .Even you admit the 2 are damaged

[ladyraerae]

thanks for the reply.

The 2 damaged were damaged by the buyer when returned, I did not send them out damaged originally. 

Their claim of them being damaged is false.

Do I have any options to do a  partial refund.  Can eBay intervene a manually do something so that I can give a partial refund?

[donsdetour]

"we a split in the seam of 2 of the 6 balloons"

Damaged item was returned to you along with undamaged items:

Refund them or eBay will do it for you.

[mtgraves7984]

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@ladyraerae wrote:

thanks for the reply.

The 2 damaged were damaged by the buyer when returned, I did not send them out damaged originally. 

Their claim of them being damaged is false.

Do I have any options to do a  partial refund.  Can eBay intervene a manually do something so that I can give a partial refund?

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@ladyraerae 

Unless you offer Free Returns or are a Top Rated Seller that offers 30-Day Returns, you don't have the ability to reduce the amount of the refund to your buyer. And, yes, eBay will intervene and issue a full refund if you don't.

Sorry this is happening to you.

[ladyraerae]

Thanks for the replies, looks like I'm going to have to take the loss.