partial refund not available

[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" 

I was having trouble doing this so contacted customer services. I have 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. 

[roger_roger_over_and_nowt · Accepted solution]

Only business sellers can deduct something from a refund.

All you can do is refund and appeal.If you don't refund within a certain timeframe Ebay will force the refund,give you a defect and may not allow an appeal.

[shacut_56]

ok, thank you! It doesn't state that in ebay returns policy - there's nothing stated that says there's a difference between private and business sellers when dealing with returns. Guess it's just something to learn from.  😞

[sml192]

The eligibility for making reductions to refunds in such circumstances is set out in eBay's 'Seller Protection Policy'.  It is only available to Private Sellers who offer free returns on their listings. 

https://www.ebay.co.uk/help/policies/selling-policies/seller-protection-policy?id=4345

[shacut_56]

ah thank you for that - I've been looking through ebay policies for the past week since they first messaged and stated they'd be returning it but without all the parts , quoting consumer law. I missed that part - so thank you. not even the agent Ive spoken to or the email from customer services have pointed towards this. so genuinely thank you