Seller says they can't partially refund unless I close case return case.
Summary: hettsville faced an issue with cracked grow bag trays and opened a return. The seller offered a partial refund but claimed they couldn't process it due to the open case. Despite advice from others, hettsville closed the case, trusting the seller's feedback history, and received the refund. They learned that contacting sellers first may be better before opening a return. There was also confusion regarding return shipment labels, which were potentially underweight for the items. In the end, hettsville was satisfied with the outcome, despite initial hesitations and warnings.
I recently bought 4 grow bag trays but on inspection 2 had their corners cracked during transit.
I opened a return and was sent a label straight away.
The seller has since offered a partial refund but says they cannot initiate it because the case is open.
I am reluctant to close the case before I get the partial refund.
I did a bit of research and according to Google it should be possible for a business seller to give a partial refund.
So I sent the seller this reply.
"After doing a bit of research I believe the system locks the partial refund button on the return screen once a label is issued.
However, you should still be able to go to your main eBay Seller Hub, click on the original order transaction, and select 'Issue Refund' to send the partial amount.
As soon as that partial refund goes through, I will immediately close out this return request from my end."
They haven't replied yet.
Plus another headache is the return label they provided is underweight being RM 2kg, but the parcel is about 4kg and a metre long and was delivered by parcel force.
Anyone else had this problem?
Should I risk it and close the case and hope they still refund or stick it out for a while.
On an unrelated note what the heck have eBay done to the community forum it's terrible now.
hettsville
OP2 weeks agoJust a quick update.
After careful consideration I ignored all the advice not to close the case.
I know it was a risk but looking at the sellers feedback they had given partial refunds before.
So I closed the case and the seller did honour their promise.
I got a small refund and I've kept the grow bag trays.
The damage wasn't that severe or I'd have returned them for full refund.
Only one corners edge overhang broke off on 2 trays.
I've stuck a bit of waterproof tape on the damaged area to reinforce it.
Guess I've learned if I want a partial refund I need to first contact the seller before I open a return case - not after.
Not that I have opened many cases as my buys on eBay have usually gone ok.
sml192
·2 weeks agoGlad you got a good outcome.
A seller can still offer a partial refund when a case (return request) is opened but not once the return has been accepted. No harm in messaging the seller first though.
hettsville
OP2 weeks agoI think the return was accepted automatically because the return label was generated as soon as I pressed "continue" when opening the case.
Last time I opened a not as described return I'm sure it didn't happen like that, but that was a while ago.
cobwebcottage
·2 weeks agoAs @papso22 has said, no, no no, don't close the case. You will not hear from them again.
I would not advise you to buy from them again if they use these tactics.
Re the Community Forum. This is supposed to be progress....
sml192
·2 weeks ago · EditedThe Seller is correct in that they won't be able to issue a partial refund now that they have accepted the return. You are best continuing with the return as once you close it you won't be able to open another on eBay.
If the return label was issued by eBay then you will need to contact eBay in order to get them to supply one for the correct size. You can request a callback using the following link on a phone or tablet (not PC):
https://www.ebay.co.uk/help/eua?id=5190
If the label was issued by the Seller then they will need to provide one for the correct size. If they fail to do so then escalate to eBay ('Ask eBay to step in and help') when the option to do so becomes available.
hettsville
OP2 weeks agoRegarding the return label how can I tell if it was issued by the seller or eBay?
It's a 2kg RM48 tracked that appeared more or less as soon as I opened the case, so I'm guessing eBay supplied it.
sharonsediblebutterflies
·2 weeks agoThe seller can offer a partial refund while the case is open. If they dont then you need to return the items with the label provided and the seller will be charged for the underpayment and parcelforce is part of RM.
hettsville
OP2 weeks agoTo be clear the seller has offered a partial refund but after the case was opened and a return label provided.
They say the case will not let them partially refund and want me to close the case.
Also I don't think my local post office will accept the underweight/ undersized label. Plus if they scan it before telling me that it could cause more problems.
papso22
·2 weeks agoWhatever you do, don't close the case, but also don't let it time out.