partial refund

[sara.b1989]

The parcel i sent was damaged and the buyer wants a partial refund. i accidentally accepted a return and have no option to partially refund now. Only to send a label or full refund. my funds are on hold and I can't even find a number to contact eBay. such a nightmare. help.

[tressygirl · Accepted solution]

Partial refunds cannot be done,  if a case is opened.  Message your buyer to close the case in the Resolution Centre,  then you can go ahead with the agreed partial refund.

Money is always on hold when a case is opened released when resolved,  or case closed.

[sara.b1989 · Accepted solution]

Thank you for your reply. The buyer refuses to close the case and wants a partial refund. What can i do?

[tressygirl · Accepted solution]

Explain to the buyer there is no faclity to offer a partial refund whilst a case is opened. That results in a full refund only. They have to close the case, you cannot do it, your end, and then a partial refund is possible.