How do I issue a partial refund under eBay's managed payment system? (PayPal not used for payment)

[rosszonebricks]

All current KnowledgeBase articles seem to have outdated instructions for inssuing a partial refund, all starting with "Log in to PayPal...".   Of course this worked when the buyer paid with PayPal.  However, I cannot seem to locate the comparable functionality using the eBay managed payment system.

How does one, under eBay's new managed payment system, issue a partial refund?

[missjen831]

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@Anonymous wrote:

@missjen831, Unbelievable!  This does not make sense.  This needs correction soon by eBay.

@rosszonebricks, Call eBay using that number in my post.  eBay insists sellers will get help with this program.  I would call and pester until. I get a straight answer.  At least it will show eBay their oversight

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eBay is well aware of their oversight. This was heavily discussed on a few threads with the blues and the payments team (selling board and weekly chat). 

[funbient]

I'm running into exact situation here with eBay's managed payment. I would like to give my buyer a partial shipping refund as they paid the none combined amount across multiple different items.  Is there any planned solution to this? 

[kateinthe26th]

You cannot give shipping excess refunds with the new system so I never signed up for it when invited. I hope they fix that and soon.

They are aware of the 'partial refund' problem, it has been talked about a LOT here on these message boards but out of the millions of users on ebay not that many people read these boards.

I just got a shiny pink 5" x 5" invite card from ebay in the mail asking me to join the new payment system, no way can i join in as I give refunds regularly for postage excess and many sellers are like me.....you know "i just bought another xxx can you add that to my parcel and sort out my shipping"

Which basically means a postage excess refund cause they already paid postage on the first 5 items!

I think they presumed we would all be on the "free shipping" bandwagon by the time they rolled this out and postage excess refunds would never be an issue.

I have no clue how you would issue a partial refund for any reason with the new system....good luck to you, seems like a complete hassle

[dafnaquality]

For as large an enterprise as eBay not to have had the forethtought to have incorporated a simple method to issue partial refunds, coupled with their dumping of PayPal (which has cost me numerous orders) and compounded by the profoundly irritating justifications their customer reps shovel at us, speaks volumes about eBay's committment to their excellence of mediocrity.

[xchains]

Customer return gave me a used broken item.  I wanted simply 50% to let customer know sending back used broken items is unfair.  My first call got me the Phillipines where appeals department girl told me the return had to close unrefunded & against me prompting ebay to give me a strike.  Then I could appeal and get it reversed to get my money.  YEA RIGHT!  Never had a defect and will die before I do.   I tried to call again and had the good luck to call into the appeals department WITHIN THE USA and get them to contact managed payments... in between the 2 departments they were able to send a partial refund for me, get me a strike as if it "settled in customer favor" then remove the strike, and lastly issue the remainder of the purchase back into my account.  UGH!

Totally screwy but after 2 hours I got what I wanted.  All $6.74 of it.  HAHA!!!!!

[dasarock]

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@missjen831 wrote:

@rosszonebricks

@Anonymous

Are you sitting down? I know this is unbelievable BUT.....this is what eBay says the seller needs to do in order to issue a partial refund—they need to instruct the buyer to open a not as described return request. Yes I am serious. They have to open a SNAD and you are supposed to respond by offering a partial refund and the buyer has to accept it. Is that not the most ridiculous thing you’ve ever heard? Not to mention, the SNAD return request will count against you on your service metrics. And as for the buyer......they won’t be able to file a case if the item isn’t delivered or is SNAD or they have remorse and you take returns.

so....good luck to you. If you have the buyer file a SNAD, pay close attention and make sure you do not inadvertently accept the return or issue a full refund. And hopefully your buyer is understanding because this is just crazy. And hopefully they do accept the partial because....it’s unclear on what happens if they deny it.

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another well thought out and implemented policy strategy on ebay's part?

[dasarock]

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@vintagecraze50 wrote:

Sending the partial refund for a non not as described item should be incorporated into the new payment system. There are many cases where a seller may choose to partial refund, not just for an item that is defective. The problem is nothing in an automated system is going to be able to differentiate between a SNAD partial or a non SNAD partial.  Sellers would have to get the defect for all of those I guess. Without Pay Pal there will be no messing with the money in this way.

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bad case scenario all around.  also, if i understand correctly under managed payments and the original "ayden is coming" notice from a year or two ago ... "refunds, or even partial payments will allow managed payments to charge additional processing fees."... or words to that effect.  it has been a long time since i looked at that post.

i can understand the plight of the OP and all who fall into this category and just hope that ebay corrects this before everyone is FORCED INTO managed payments.

[kh-vince · Accepted solution]

Hi everyone,

Due to the length of time that has passed since this thread began, we have locked it from future replies. If this is still an issue that warrants discussion, don't hesitate to begin a new thread here.

Thanks.