How to deduct from a refund if the returned item is missing parts?

[margrete30]

I have sold a Nintendo switch with accessories and games and the buyer wasn't happy about the condition. He asked immediately for a refund or return. I accepted the return immediately. Buyer kept the console for another two weeks before sending it back (I assume to play one or the other game, but I have no proof). When he sent it back it was missing one accessory. Whichever way I turn on Ebay I always end on 'issue full refund to buyer'. I understand I can deduct possibly up to 50% (which would be unreasonable in this case), but I cannot see where I could do that. Live support is not available. Any help appreciated

[jckl1957]

Only business sellers are allowed to make deductions.

Private sellers can't do this without reference to Ebay.  Sellers can ask Ebay to step in and help, as buyers can.

How to ask us to step in

You can ask us to step in from the Returns & Refunds section of Seller Help. Simply select Take Action beside the item and then Ask eBay to step in.

Go to Seller Help

[john1297576]

Private sellers have only one option, refund in full.

It is only business sellers who can make deductions.