Seller Return- change partial refund offer

[sebbelcher]

Hi 

Buyer requested return as they claimed item was not as new (it is, just damaged box, but whatever).  Using the ebay returns flow, I offered the buyer a partial refund and to keep the item.  They then contacted me through Messages to say they would accept a slightly bigger partial refund to keep the item and close the case. 

I cannot find any way in the eBay seller console to change the partial refund offer.  If I go to the refund status it just says it's waiting for the buyer to post the return.  If I go to the regular 'refund' screen it says I cannot offer a refund as there is an open return. 

How do I resolve this?

Thanks. 

[tobiasd4]

You can only make 1 partial refund offer through case.

[sebbelcher]

So what is the route forward here?  The buyers only option is to return the item or accept my initial refund offer?  Can they cancel the return request from their side and make a new return case?

[tressygirl]

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@sebbelcher wrote:

So what is the route forward here?  The buyers only option is to return the item or accept my initial refund offer?  Can they cancel the return request from their side and make a new return case?

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They can cancel the return case from their end but they cannot open another,  so they would be relying on your honesty to issue that agreed partial refund.