How to cancel 'return in progress' and issue a partial refund instead?

[carlaajf]

Hi everyone,

I am after some advice. I am an Australian seller who does not offer overseas postage. However, someone from overseas won an auction I had and then messaged me saying they would cover all of the postage costs. I decided to post it overseas as a one-off. 

When they item arrived, they claimed that part of the item because loose and was scratched when it arrived and wanted to return the item for a full refund (including the $50 postage cost - yikes).

I looked at the options I was given - offer a return, full refund, partial refund, etc. and I clicked on 'offer a return' to see what it entailed. Once I went to the next step, I decided to back out but it had already selected that I was offering a return.

The buyer and I have since agreed on a partial refund of the full cost of the item minus postage costs, however it will not give me an option to 'offer partial refund' anymore as it currently says 'return in progress'. Does anyone know how to cancel the return and offer the refund instead? There doesn't seem to be anyway to contact somebody direct from eBay to get answers??

Thanks

[katistrophik]

I don't think you can, lI would let ithe return process continue - chances are the buyer wanted free freight all along, and I doubt they will really want to send it back.

Either way you would have to pay for the return, so best to let the system handle it.

[digital*ghost]

The buyer should be able to close the return  from their side, which would mean you can then do a manual refund, some would be reluctant to agree but that'd be the only way that I can think of.