Really struggling to get transaction defects removed

Moogles444

Can anyone help me please? I'm a seller and an unworn return item was returned dirty . I agreed with buyer that I would part refund which would be the full item price and I keep the postage costs so that I could use the money to get it dry cleaned. The buyer was happy with this as I sent her photos of the marks she had made and I was happy with this. I rung eBay to get them to part refund as I couldn't and they escalated the return and refunded her the full item price as agreed . After a few phone calls I've got my final fees back but trying to get the transaction defect removed is proving really hard. I keep ringing and they say they will forward it to the department or whoever it is that removes the defect but it's still there!
I've rung three times and it's still there. What can I do now? Has anyone else had this problem?

theonlywayisup

You cannot partially refund an escalated case.

eBay escalated and deemed you at fault.

You can appeal but it's unlikely you will win.

Moogles444

I think eBay may have escalated it as the eBay rep wasn't sure what he was doing. He said we can't do a partial refund and I said you can as you told me yesterday to ring back and you'd do a partial refund - as had to wait for it to be escalated by eBay?
So if you partial refund a return that is returned in a bad state then you automatically get a defect that won't be removed?

theonlywayisup

Moogles444 wrote: »

I think eBay may have escalated it as the eBay rep wasn't sure what he was doing. He said we can't do a partial refund and I said you can as you told me yesterday to ring back and you'd do a partial refund - as had to wait for it to be escalated by eBay?
So if you partial refund a return that is returned in a bad state then you automatically get a defect that won't be removed?

I am not sure quite what you are asking.

You (or the buyer) have escalated the case. An escalated case cannot be partially refunded.

Moogles444

It can though as eBay did part refund and I was told by eBay that they could?

Moogles444

And another question. If someone does an unworn return of new clothing that is dirty what would you do? I accept it but only part refund as I can't resell for that amount anymore . So how would you do it?

theonlywayisup

Moogles444 wrote: »

And another question. If someone does an unworn return of new clothing that is dirty what would you do? I accept it but only part refund as I can't resell for that amount anymore . So how would you do it?

If a buyer opens a return they will be refunded the entire amount.

Moogles444

You can get a part refund sent but I will admit it's been such a headache. They have finally removed the transaction defects but boy did it take a lot of phone calls and emails!
There must be a simpler way to part refund if someone returns item in worse condition than sent A I've always let people get away with it but decided not to anymore but wish I hadn't.

john2054

You shouldn't have refunded it at all. This was clearly a scam. Lesson learnt for next time.