topic Re: Partial Refund Withheld By Seller in Member To Member Support

Partial Refund Withheld By Seller

anji0502 — Thu, 05 Mar 2026 11:55:57 GMT

Bought a refurbished phone at the beginning of Feb which arrived damaged. Immediately contacted the seller and returned the item. I then get notified they have received it but are withholding part of my payment due to the condition of the phone and attached a picture. It was clearly not the phone I had sent, I resent the pics I had taken to show the damage when it arrived. There is a long message trail where they say they are sorting it but nothing has happened and Ebay keeps saying the case is closed. What do I do now?

Re: Partial Refund Withheld By Seller

**peaseblossom** — Thu, 05 Mar 2026 13:24:35 GMT

Contact ebay about it by requesting a callback on here:
https://www.ebay.co.uk/help/eua?id=5190

@anji0502

Re: Partial Refund Withheld By Seller

jckl1957 — Thu, 05 Mar 2026 13:27:17 GMT

Have you received the partial refund?

If you have, then that will be why the case is closed.

Some 'top rated' business sellers are allowed to make deductions from refunds if the item is not returned in the same condition.

You can try speaking to Ebay Customer Services to see if they can help by refunding a larger amount.

Re: Partial Refund Withheld By Seller

anji0502 — Fri, 06 Mar 2026 11:17:34 GMT

Thanks for the link. Still talking to the company but getting the feeling they're hoping I just give up. Nope!

Re: Partial Refund Withheld By Seller

tobiasd4 — Fri, 06 Mar 2026 12:02:44 GMT

Forget contacting seller, they are delaying you.

Contact ebay CS & let them deal with it.

Re: Partial Refund Withheld By Seller

john1297576 — Fri, 06 Mar 2026 13:24:30 GMT

I think your first mistake was not opening the correct case.

You should have opened a Not as described case, damaged in transit. eBay should then have dealt with refund, not the seller.

A business seller is allowed to make deductions from a refund, so I doubt ebay will get involved.

Re: Partial Refund Withheld By Seller

*vyolla* — Fri, 06 Mar 2026 14:42:24 GMT

How did you fund the payment?

If via a debit or credit card you may be able to issue a chargeback for the rest of the refund.