Understanding partial refunds

Refunding your buyer is not a complicated process. Depending on the situation, you may need to offer a full or partial refund. Here we will educate you on the scenarios when offering the buyer a partial refund.

When a buyer opens a return request because the item was received damaged or not as described, you will have the option to ‘Offer a Partial Refund’ without the item being returned to you. This practice is recommended for low value items.

Offer a partial refund without return

 

Take note, If you choose to Accept the Return, you may also have the option to offer a Partial Refund if the item is returned to you in a different condition.

Scenario 1:

  • Returns are automatically accepted by the system.
  • An eBay shipping label is automatically sent to the buyer.
  • The seller has not set a RMA (Return Merchandise Authorisation) option.
  1. On the return page, you will see an ‘Offer a refund’ button.
  2. Click on that and you will see an ‘Offer a partial refund’ option.

After the return has been accepted, the ‘Partial refund option’ will be available for 5 business days. The buyer has 2 days to respond to the request.

Without RMA option set

 

Scenario 2:

  • Returns are automatically accepted by the system.
  • The seller has set a RMA (Return Merchandise Authorisation) option.
  1. First, complete the RMA process and click Continue.
  2. Then, on the return page, you will see an ‘Offer a refund’ button.
  3. Click on that and you will see an ‘Offer a partial refund’ option.

After the return has been accepted, the ‘Partial refund option’ will be available for 5 business days. The buyer has 2 days to respond to the request.

With RMA option set

Scenario:

  • Seller accepts the return request.
  • No return label has been sent to the buyer.
  1. First, complete the RMA process and click Continue.
  2. Then, on the return page, you will see an ‘Offer a refund’ button.
  3. Click on that and you will see an ‘Offer a partial refund’ option.

After the return has been accepted, the ‘Partial refund option’ will be available for 5 business days. The buyer has 2 days to respond to the request.

Steps for a manual return

If you only see ‘Refund buyer’ on the return request, this means the item is not eligible for the Partial Refund option.

No partial refund option

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