Refunding half an order

[psych-66]

Hello, 

I hope someone can help me. 

We have an international buyer who bought 2 items of clothing from us. He returned one item as it didn't fit. That's fine, but when we come to refund him, eBay has 'held' the payment and wants us to refund him in full, including the orignal postage for BOTH items, including the one he kept. (We charge £8.00 per item, plus £1.00 per extra item, so although there's no reason to refund the postage (this isn't a DSR return) even if we did it would only be the £1 difference surely as the buyer kept the first item). There's no dispute - it's returned as normal just because it doesn't fit. How can we refund him correctly? Why is this happening?

I tried to contact eBay for help but it's impossible. They won't allow you to call, chat or email them, which is ridiculous. 

Thanks for your help. 

[**peaseblossom**]

Either ask the buyer to close the return case which will release the payment so you can issue partial refund.  Or you could try ringing Paypal and see if they will help.     Click on Contact at the bottom of page in your Paypal account > "Call Us" to get one-off 6 digit code.   If you get the automated voice say "Agent" to speak to someone.

@psych-66