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All current KnowledgeBase articles seem to have outdated instructions for inssuing a partial refund, all starting with "Log in to PayPal...".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?

[Anonymous]

If no one comes up with a better answer, read this.  I could find nothing on partial refunds.

As we make this transition, eBay will work closely with sellers to ensure that the managed payments experience reflects their needs. We'll continue to share more details about this process and next steps for sellers as we move forward. Stay up to date here on Seller Center, connect with your Community, or contact us for questions and feedback (800-456-3229).

[missjen831]

@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.

[rosszonebricks]

That's rediculous.   I guess I didn't specify that the need for a partial refund wasnt due to a defect with my merchandise, but I only have ever needed to issue a partial refund when eBay is at fault and incorrectly overcharge for shipping.  

[missjen831]

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@rosszonebricks wrote:

That's rediculous.   I guess I didn't specify that the need for a partial refund wasnt due to a defect with my merchandise, but I only have ever needed to issue a partial refund when eBay is at fault and incorrectly overcharge for shipping.  

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I agree. And it doesn’t matter why the partial is being issued, the ONLY way to do it under the new system is by having a return request opened. The alternative could get you in trouble and would pose a problem if you had to issue a full refund later—but you could try to obtain the buyers PayPal info and send it that way BUT again....that info isn’t allowed to be exchanged and if the buyer files a case, you’d have to refund in full the original payment made through eBay.

[orangehound]

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@rosszonebricks wrote:

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?

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Wow ... Jen's info is just insane ... but that's eBay.

I guess you should do it outside of the system.  If they have a PayPal account, you can send them money through PayPal directly to their email address ... or send them a refund check in the mail.

[rosszonebricks]

So far I have just been outright cancelling the orders with an explaination, and hoping they will repurchase and eBay won't screw up and charge the wrong shipping totals the second time.

I can't accept the 'best advice' is to violate eBay's own policies and try and provide a refund using behind the scenes means.

[vintagecraze50]

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.

[vintagecraze50]

Did you cancel with reason buyer requested? If not there goes the defect again. This is a brilliant system to keep SNADS in check is it not? Not so brilliant when your buyer is not claiming SNAD.

[rosszonebricks]

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@vintagecraze50 wrote:

Did you cancel with reason buyer requested? If not there goes the defect again. This is a brilliant system to keep SNADS in check is it not? Not so brilliant when your buyer is not claiming SNAD.

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Yes, two of the three choices are safe from getting a defect marking. (Buyer requested, or Something wrong with address).

I have been messaging buyer with the explaination as to why I am cancelling (eBay glitched and WAY overcharged shipping).  If they would have caught it they would have actually requested cancellation or correction, and since there is no means to offer partial refund as correction, only step I can see left is cancellation.

Certainly that's better than just going ahead and shipping something and pretending nothing happened, and eventually they notice they paid $12 shipping instead of $3 and I said or did nothing about it.

[missjen831]

Are you absolutely sure ebay glitched here? If you are using USPS to ship then it almost always seller error that caused the over (or under) charge. If you are using fedex/fedex smart post then yes there have been issues on ebays end

[rosszonebricks]

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@missjen831 wrote:

Are you absolutely sure ebay glitched here? If you are using USPS to ship then it almost always seller error that caused the over (or under) charge. If you are using fedex/fedex smart post then yes there have been issues on ebays end

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Yes, I have a Shipping Discount policy set up that states "Max $3.79 shipping".  So in this example, the buyer bought 4 of the same item, and were charged cumulative shipping as if that discount was not applied.    It's not an issue with that item being set up incorrectly, as other buyers have purchased multiple quantities just fine of that exact same item and get charged the correct max $3.79.

[missjen831]

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@rosszonebricks wrote:

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@missjen831 wrote:

Are you absolutely sure ebay glitched here? If you are using USPS to ship then it almost always seller error that caused the over (or under) charge. If you are using fedex/fedex smart post then yes there have been issues on ebays end

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Yes, I have a Shipping Discount policy set up that states "Max $3.79 shipping".  So in this example, the buyer bought 4 of the same item, and were charged cumulative shipping as if that discount was not applied.    It's not an issue with that item being set up incorrectly, as other buyers have purchased multiple quantities just fine of that exact same item and get charged the correct max $3.79.

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Oh ok, gotcha! so its an issue with ebay not applying your combined shipping rules correctly, not an issue with the shipping calculator itself or seller error (I really didn't think it was seller error, you're an experienced seller).

[rosszonebricks]

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@missjen831 wrote:

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Oh ok, gotcha! so its an issue with ebay not applying your combined shipping rules correctly, not an issue with the shipping calculator itself or seller error (I really didn't think it was seller error, you're an experienced seller).

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Yeah, I mean I should pester eBay about fixing that, but that's a secondary issue.  When this has happened in the past I just refunded the buyer the difference to correct the issue and life went along just fine.  It's fairly rare.

However, I guess I'll be providing "Feedback" about this new program of theirs and that they have one (likely many more) unhappy sellers since this does appear to be missing functionality their competitor (PayPal) offered but they do not.

[Anonymous]

@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