trying to partially refund a buyer

[shacut_56]

Hello - I'm currently trying to refund a buyer. The buyer stated the item was defective/ not fit for use. I accepted the return and awaited the item. Which I got today. The buyer did not send everything back that they should have  - something  that holds a lot of information regarding the item, stating before the return was sent that they had binned it. They also stated in messages on receiving the item they noted there was a possible issue but draped them (curtains) over the banister for almost 2 weeks (their right as they're within the timeline) but surely they should have kept hold of this part of the item in the chance of them having to initiate a return. Therefor as not everything has been returned they are not entitled to a full refund as per Ebay returns policy

"If the returned item is used, damaged, missing parts, or is damaged during return delivery because it wasn't packaged correctly, the seller might deduct from the refund to cover the loss in the item's value" 

However having just got off the phone from speaking with an agent - they've stated I don't have the option of giving a partial refund, its not coming up. How can this be ok - the buyer stated there was an issue, I accepted the return, purchased the return label and have received the item. the buyer didn't send everything back so should be held to account on that? It's really rather unfair. 

[jckl1957 · Accepted solution]

Some business sellers are allowed to make deductions from refunds if items are not returned in the same condition.

Private sellers are expected to refund in full.

Your options are limited.

You can refund the buyer in full.

If you don't refund the buyer, then 48 hours after tracking shows you have the item back, the buyer can ask Ebay to step in and Ebay will more than likely refund the buyer.

If that happens, you can appeal the outcome but you will probably get a defect on your selling account.  Read the details here to help you decide.

https://www.ebay.co.uk/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369&st=3...

You can ask Ebay to step in.  the most likely outcome is that they will refund the buyer.  However, if the item has been returned with something missing, this might be worth a try,

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

[shacut_56]

thank you for that - that's really unfair as that's not what it states in the ebay returns policy.  It doesn't outline a difference between private or business sellers. 

guess I've just gotta suck it up and learn from it 😞