Partial refund, but refund issued by eBay in full | Selling on eBay

sdsaponiedetersivi · 2024-12-20T19:51:35.913000Z

I’m asking for help. I have a customer who bought 12 pieces of an item. Claiming it was not working (which isn’t true, but let’s set that aside for now), they are requesting a return with refund.I pay for the return shipping and when the package arrives I see that there were only 11 pieces inside instead of 12.I write to the customer in chat asking for an explanation and they confirm that they had “forgotten the twelfth piece”.I call Ebay support and they tell me to write to the buyer in chat proposing a partial refund (the value of the 11 pieces, that is, instead of €24, €22). The buyer accepted this, and wrote it explicitly in chat, but Ebay today refunded the full amount.During the phone call they told me that if there is an agreement between the parties, Ebay could have made this partial refund, which unfortunately I could no longer do once the dispute was open.Now I have filed an appeal with the photos of the package that arrived and with the screenshots of the chat showing what we had said to each other; do you think it can be resolved?

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Partial refund, but refund issued by eBay in full | Selling on eBay | eBay Italy