Got Partial Return, Trying to Issue Partial Refund, but can't ?

[corey872]

Long story short:  Buyer ask for a return, I OK'd and directed to the resolution center to open a return request.  Buyer did, his free return shipping label was issued, then buyer sent back half of the kit, admittedly kept the other half.  We agreed to a partial refund.

I found ebay help on giving a partial refund, but don't seem to have the same options in my "resolution center".  Nowhere in the process do I have any option to change the refund amount. I can "report a problem" and select "Item was missing parts" - but I still end up at a screen saying "Review and Refund"  which shows the full amount with no option to change it.  It seems the clock is ticking down with ebay saying they will automatically issue the refund if I don't take action in a few days.  

I also found numerous posts saying to issue the partial refund through paypal.   But in paypal, the payment shows as "On Hold" because the buyer filed the return and then directs me to ebay to resolve it - seemingly no option there for a partial refund either.

Some statements seem to suggest only a "managed payment" seller can issue partial refunds?  I'm just a small time guy selling a few things out of the garage.  The only other options I see are to report the buyer for "return abuse" - but was hoping to work out with the partial refund as we had both agreed.

Any help greatly appreciated!  TIA!

[rebell45]

I maybe wrong, maybe someone will come along and correct me, but I understand that the only way you can offer partial returns is if you have a 14 or 30 day return policy on your listings.  When you say No Returns, eBay's MBG kicks in and the buyer gets all of his money back. He should have sent all items back though, so you may have an appeal route, the message he sent you about keeping some. You'll have to do a full refund, then open an appeal.

Or, if the buyer is honest, he might agree to making a partial payment after he gets his refund.

[corey872]

Thanks for the reply.  After a day of searching, I haven't been able to find much else on the subject, so suspect you're correct.  Sad thing is, buyer has 500+ feedback @100% - guess he just spaced out on this one and thought it was OK to keep half the merch!

[emerald_door]

All buyers have 100% positive feedback because buyers can receive only positive feedback.  

[vintagecraze50]

If you offer at least 30 day returns and free returns you could have deducted 50 percent off the refund to this thief.

[vintagecraze50]

Yes, report the buyer for return abuse.

[corey872]

Well, just wanted to follow up:

Reported the issue and ebay replied back, "Full refund has been issued to the buyer because there is no evidence to support buyer keeping the item"   No evidence?? How about the buyers email I received literally stating, "I had already spent 30 mins putting them in [personal / item information redacted] I wasn't going to spend the time to take them back out. A partial refund will be ok I guess."  This was in response to me asking about the missing items - so that seems to be pretty clear "evidence" the buyer kept a portion of the item??

I tried to start an appeal, but of course the listed steps don't work for that, either...:

1. Go to your Seller Dashboard - opens in new window or tab. [OK]
2. Expand Closed without seller resolution. [I don't have this specific heading in my list]
3. Select See cases and find the item in the list. [I can navigate to the case in question]
4. Select See details and then send us an appeal. [In the details, I see "If you're not satisfied with this outcome, you can send us an appeal but the 'appeal' link just goes back to the 'help' article with these four steps.

So at this point, guess I am just going to throw in the towel, cut my losses and move on.  Buyer has all his money, and half of my kit and I'm out shipping both ways plus the residual value of the item.  Just know that looting is alive and well, not only in the streets, but right here on ebay!

TLDR - Pro tip:  Want something for free?  Buy it, ask for a return and send the seller back an empty box!  As soon as that return label is scanned as 'delivered' ebay will step in and give you a refund!