50% refund !

[sirulrichvonliechtenstein]

Is this legal

eBay have given me a 50% refund for an item I received damaged. I asked the seller for a returns label and they said no speak to ebay.

ebay awarded me 50% and said keep it. i dont want it. i want perfect china not damaged.

how do i get my money back

[papso22]

Did you claim your item was damaged on delivery and was the seller using Simple Delivery?

[sirulrichvonliechtenstein]

yes as that was the truth 

[jckl1957]

I am assuming you opened a return case through Ebay.

As long as you did that and didn't just message the seller, I would start with an appeal - details below:

How to appeal a decision

You can start an appeal by selecting the item above, or by following these steps:

1. Find the item in your Purchases - opens in new window or tab.
2. Select See case details.
3. Select Send us an appeal.
4. Fill in the details and select Submit.

   Appeal your case

[sirulrichvonliechtenstein]

thanks but i do not have the option to appeal 

[jckl1957]

Did you open a return case?

[sirulrichvonliechtenstein]

yes

Here's the case outcome

We're issuing you with a refund. You should receive it in 3-5 working days.We're issuing you with a refund. You should receive it in 3-5 working days.

Case detailsCase details

OutcomeOutcome The case has been closed in your favour.The case has been closed in your favour. More detailsMore details We're sorry you had a problem with your purchase. We’re issuing you a full refund for this case.

Refund summary

Show breakdown

Subtotal	£54.63£54.63
VAT	£0.41£0.41

Total refund

£55.04

How you were refunded

[jckl1957]

Your screenshot says a full refund has been issued.

What was the item number, please?

[sirulrichvonliechtenstein]

where does it say " FULL " 

Royal Doulton China Study 'The Trout' Designed by J.G Tongue DA172

Order numberOrder number

26-13481-9205326-13481-92053- This link opens in a new tab or new window.

Case IDCase ID

53637441795363744179

Return IDReturn ID

52999256025299925602- This link opens in a new tab or new window.

Case amountCase amount

£105.15£105.15

SellerSeller

emmarjac1235emmarjac1235

[jckl1957]

Neither of the links work for me.

From your scrrenshot:

Case detailsCase details

OutcomeOutcome The case has been closed in your favour.The case has been closed in your favour. More detailsMore details We're sorry you had a problem with your purchase. We’re issuing you a full refund for this case.

So, if you didn't get a full refund, maybe contact Ebay Customer Services and ask them where the rest of your money is.

[sirulrichvonliechtenstein]

they said ask the seller to accept a return ! 

I asked her at the start she said no

now i get no replies 

yesterday i sent CS 5 emails they all said tuff 

[sirulrichvonliechtenstein]

Hello John , 
Thank you so much for contacting us at eBay Customer Service about the item "Royal Doulton China Study 'The Trout' Designed". I am happy to share the next steps to resolve this for you.
Here are the details I was able to capture from the transaction as of now:
I can see that you received the item in damaged condition.

I understand that you are concerned about your full refund. Let me check and assist you.

I understand that you have not received the full refund and you want to know the reason for it. From the case research, we came to a decision that since the item is in poor condition, the item has been proposed for a partial refund for you.

However, beyond this, if you need any help, please communicate with the seller and try to resolve the issue amicably.. I am positive that as a sender of the item they will be able to help you get the refund.

I've carefully reviewed the details of your email but I can see my colleague has already addressed this concern for you. If you have any new information or additional questions for us, I'd be happy to help you.
To learn more about protection, you can refer to this page: eBay Money Back Guarantee
We appreciate the opportunity to resolve all of your concerns today. Thank you for contacting eBay Customer Service and being a part of eBay for 24 years. Wishing you a good and healthy day.
Kind regards,
Brian F.
eBay Customer Service

[jckl1957]

This post says your refund was £105 which I assume is the amount you paid for the item.

I can see you are an experienced seller and buyer but I wonder if Ebay have refunded you the full amount you paid for this transaction but somewhere along the line an amount has been deducted for a purchase you made or a refund you gave.  I have personally never known Ebay to get figures wrong.

Maybe have a look in Payments

then 'all transactions' to see if you can get to the bottom of this.

If not, use the link below to get a callback from Customer Services.

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

[sirulrichvonliechtenstein]

I have only had 50% 

[red_magpie]

The only circumstances in which eBay can reduce the refund paid are when a buyer has agreed to accept a partial refund, or a business seller is entitled to reduce the sum refunded because the item was not returned in the condition supplied. This wouldn't apply here anyway, as your seller is a private seller.

So as has already been said, either eBay made a mistake - which would be very unusual - or the refund was reduced for some other reason. Most likely related to money held in or owed to your account.

We obviously don't have access to your account, so if you can't solve the puzzle you may have to go back to customer support.

[jckl1957]

The seller sent this using Ebay's Simple Delivery.

If SD items are damaged in transit, Ebay deal directly with the buyer to refund.

From the details provided and the email from Customer Services, it looks very much as if Ebay decided that they would refund you 50% and allow you to keep the (damaged) item. Obviously this is not a satisfactory result for the buyer.

Previously, a seller could OFFER a partial refund but the buyer had the right to accept the refund or return the item for a full refund.  It seems as if Ebay have taken this right away.

marco@ebay 

The buyer is not happy with a damaged ornament and 50% refund from Ebay.  What should/could their next steps be?

[sirulrichvonliechtenstein]

31 Aug 2025

eBay balance refund for order number 26-13481-92053

Royal Doulton China Study 'The Trout' Designed by J.G Tongue DA172

John Young (sirulrichvonliechtenstein)

Refunded

£55.04

-

£55.04£55.04

£166.06

ViewSee transaction details

27 Aug 2025

Purchase for order number 26-13481-92053

Royal Doulton China Study 'The Trout' Designed by J.G Tongue DA172

John Young (sirulrichvonliechtenstein)

Completed

-£105.15

-

-£105.15negative £105.15

£111.02

View

[sirulrichvonliechtenstein]

not correct i was not offered anything i was awarded with no say in the matter 

[jckl1957]

See my last response - I have reached out to marco@ebay  of the Ebay Community Team to advise you on possible 'next steps'.

[sirulrichvonliechtenstein]

thank you you have been helpful 

[marco@ebay]

Hi @sirulrichvonliechtenstein , thanks for your post.

I've just sent your case for review, I should be able to have an update on this for you between today and tomorrow.

Thanks for the tag, @jckl1957. 

Thank you,

Marco

[sirulrichvonliechtenstein]

greatly appreciated 

[jckl1957]

Thank you for stepping in.

[sirulrichvonliechtenstein]

hope to hear something soon 

[sirulrichvonliechtenstein]

have you any updates please 

[tressygirl]

You will have to wait a little longer as Marco will not be on duty this early.  

From seeing cases sent for review here,  it's not done quickly ! 🤔

marco@ebay 

[sirulrichvonliechtenstein]

but the question is here for him when he does return, as i may not be here! 

[tressygirl]

You can check his answers later,  you do not have to answer marco immediately.

Hopefully,  he'll have some reply,  and a favourable one.

@sirulrichvonliechtenstein 

[jckl1957]

Please come back to your post when this has been resolved.

It is really useful for mentors to know how individual cases like yours are handled so we can advise buyers with similar issues in the future.

Thanks in advance.

JC

[marco@ebay]

Hi sirulrichvonliechtenstein, thanks for your reply.

I don't have any updates on this at the moment, but it is of my understanding that this is being reviewed for you. As soon as I get confirmation from the relevant team, I will provide you with an update on this.

Apologies for the delay, and thanks for waiting.

Thank you,

Marco