Making a partial refund on a return

BelMalinois

I rarely get returns but wish to make a deduction for an item that's been returned used. I've looked at the chart showing the recommended maximum amount but just want to check I'm doing it right.

When I click on "issue refund" it goes to the next page where the tracking etc shows and I then click on "Refund buyer". The next page shows the full amount and there's a box where you can insert text and states "Give the buyer a little more info (required with deductions)". There's then an icon to press saying "next".

I haven't clicked this yet as I want to be sure I can make the deduction on the next page? Can anyone confirm that's the case as I don't want to click next and find the buyer has had a full refund. The ebay help pages seem to suggest partial refunds are done differently?

Thanks

soolin

I have never done a partial refund before- I know they brought in a new scheme for some sellers but I don't know how it works at all. The only real thing I can find is this page which suggests it has to be agreed before return, it also implies buyer then keeps the item.

https://sellercentre.ebay.co.uk/news/2021-march/returns

Although there is also this which doesn't seem overly helpful

https://www.ebay.co.uk/help/policies/member-behaviour-policies/condition-returned-items-policy?id=4763

You may have to phone ebay and ask them to talk you through it unless someone else on here can assist.

BelMalinois

Thanks for replying. I rang them in the end and if it helps anyone in the future, you can only make a deduction from a return if you're a top rated seller or are above standard and offer free returns. You can then deduct up to 50%. Although I'm above standard I don't offer free returns so don't qualify.

I explained it's a flawed system if a buyer can return a used item and I can't make any deduction. The buyer had no rating, is newly registered yet they said they couldn't do anything but recommended I report the buyer, which I did. They also advised to fill in the comments section on the return about it being used etc, upload photos....and then just refund the buyer in full. Luckily this is a rare event for me and a low value item but hopefully eBay will act if they continue to do this.