Incomplete Order (1 out of 2 sent)

[bigbars]

Hi, a bit of advice please.

I ordered 2x items from a seller, they only dispatched 1x item. 

Giving me worrying vibes as first they said they would check into the order, then said they will arrange a refund as they have no more. Then asked if I know how to do a partial refund.

This was yesterday afternoon, I provided the steps and the link to the help page, to which they said they would get it done. But still not done, 24hrs later.

Does anyone have any advice on what to do ?

I want to keep the 1x item, but from what I recall, a return would require me to send back the 1x item for a full refund wouldn't it as I do not see an option in help for missing item or to request a partial refund as I understand this is only initiated by the seller.

[**peaseblossom**]

eBay won't enforce partial refunds or replacements.   You should open a "not as described" return.   The seller will still have the option to issue a partial refund or send the missing item but do not close your case until they do.   You won't be able to open another one.

[bigbars]

Thanks, when would you suggest is a fair amount of time to give the seller to send the partial refund, or would you recommend another message to them ? or just open the nad case ?

[tressygirl]

I believe if they are not a Business seller then opening a case , they would have to fully refund you and pay for the other item to be sent back.

I'm presuming this was one order, not 2 separate orders.

Be careful the seller is not playing you for time asking how to make a partial refund , which has to be done Before the start of any case / return.  You can open said case within 30 days of the item's last estimated date for delivery.  If you see no partial refund is being made open that case.

To make a partial refund explain to them they need to click on the sold item, top left View order details. From the right and More Actions to select Refund this item and enter the amount.  They'll need a laptop / PC not the app to do this.

As said,  if that partial refund is not forthcoming more questions ask,  message them no more,  just open the relevant case.

@bigbars 

[bigbars]

Thanks, yes one order, quantity of 2.

That was my only concern, as its a straightforward process to manage a partial refund. Ideally they''ll give me the partial refund as it was a good deal so reluctant to return it. I was worried as to why they hadn't done it yet. That they were for some reason dragging their heels, member since 2018, 40+ feedback at 100%, 11 in the last month. It was received yesterday and messaged them pretty much 15 mins after opening it and identifying the error and they responded within 30 mins. I'll give them until later this evening and message one more time as to the delay, then give them a further 24hrs to send it, otherwise as you suggest, open a NAD case.

[tressygirl · Accepted solution]

Spot on !  They are not then a new seller but may not know how to make that partial refund, so if you message and explain how to manage this,  and as you say,  give them 24 hours to work that one out ( easy when you know how! 🤗 ),  no partial , it's then no more messaging, case opened,  and escalate if necessary.

@bigbars 

[bigbars]

I sent the seller a message asking if there was an eta on processing the partial refund, including the steps for actioning it, at 1940 yesterday. As I feared, no response. So I've opened a NAD case for a full refund. There was a section to specify the quantity to return, but the cynic in me thinks, that would leave the seller the opportunity to continue to drag their heels.

If by magic, the seller offered a partial refund seconds later, but the order was for 2x items at £15 each. They've offered £13.98. Am I missing something here, like a charge for buyer protection or something, or are they trying to short change me by £1.02? Surely the partial refund should be for £15?

[bigbars]

An Update !

I went on to the eBay Help system to query the discrepancy on the partial refund being offered.  Which is AI based. Ordinarily I hate the AI Help system and usually select to speak to an assistant. But in this case it worked in my favour. I mentioned my query regarding the refund sum being offered and strangely it has processed a full refund for me. So I get to keep the item and get my money back.

Curiously, Does eBay retrieve the refund directly from the seller or is that from the payment protection system ?

I'm surprised.

[xyz307xyz]

If they are a private seller, probably they offered the amount excluding BPF. If you paid exactly £15 the BPF is £1.06.

[bigbars]

Thanks, that still would have me out of pocket, albeit a small amount as I paid £15 for each item so expected to be reimbursed £15.

regardless, now eBay support have issued a full refund, I can see it pending on the invoice. Should I manually close my original case as I received a reminder for it or let it auto close itself?

[tressygirl]

Do not close the case.  Just let it close in time,  on its own.

@bigbars 

[bigbars]

I’ve been on eBay many years and I find it strange such behaviours exist. Obviously most are decent and genuine, but the immediate response after the case was raised leads me to believe there was some odd things going on. As i checked they are still listing it with stock available.

Thanks. I appreciate your advice. I’ll  leave the case to close on its own.