It’s one of the major challenges of being an eBay seller: not all your customers will be happy.
Various eBay issues could arise from each transaction, and one of the most common is when a buyer is unhappy once the item arrives, whether it is because the item arrived damaged or the buyer changed their mind, they want to ask for a refund.
There is a system in eBay that makes it easy for eBay sellers to win over the unhappy customers seeking a refund. If things go wrong that is out of your control, you can issue a partial refund.
So, what is a partial refund?
And how to issue a partial refund to eBay customers?
While refunds are part of the business, you can reduce the frequency of these situations by choosing products more strategically. Using ZIK’s eBay product research tool helps you identify items with high demand and low return rates, ensuring that what you list has a stronger chance of satisfying buyers from the start.
What is an eBay Partial Refund?
A partial refund is a tool available to eBay sellers via the seller hub. It allows you, the seller, to issue a refund to your customers seeking it, which is not the full cost of the item from the original transaction.
With a partial refund on eBay, you no longer have to go through the hassle of addressing a return request from a customer or the additional burden of return shipping costs.
Even if you accept returns in your eBay store, a partial refund is a good – and more convenient – option for both parties in sorting eBay issues.
The amount you refund the customer based on the eBay partial refunds system will be commensurate to the seriousness of the issue, or the specific type of issue that the buyer claims.
When a buyer opens a request for a refund, they will be asked to provide the details related to their request.
All the details provided will be used to determine the refund amount and whether the customer deserves a full or partial refund.
eBay partial refunds are a great way to resolve issues with customers and to avoid negative feedback. You can discuss the order details with the customer before you send a refund.
When a buyer raises the eBay issue to eBay, then there is a high chance that they will side with the customer.
You can avoid potential issues in the future that could result in negative feedback on eBay by offering the buyer a solution when you issue partial refunds.
It is one of the toolkits available in your seller hub, so make sure to take advantage of it when negotiating with a buyer so you can save time, effort, and money in the long run.
Issuing partial refunds makes more sense, especially if you have enough funds in your account, since you no longer have to shoulder the extra expense of return shipping costs.
When to Issue a Partial Refund
The main purpose of the eBay partial refund system is to enable sellers to issue a partial refund to buyers, especially when the buyer claims they received the wrong item or the item arrived damaged.
There are also buyers that claim the item does not match the listing description, so the buyer changed his or her mind.
In this case, you have a few other options to manage the claims.
- Return Request – One of the options is for the buyer to file a return request. When you accept returns, this could lead to a significant loss on your end. You must give a full refund after you accept returns and shoulder the original shipping cost of the item.
- Full Refund – You can also issue a full refund when the buyer is unhappy with their item. When you issue a full refund, the buyer keeps the item but you must send refund for the full amount of the original transaction.
- Replacement or Exchange – This option enables sellers to send a duplicate item in replacement of a similar item. Many sellers choose this option when the buyer is unhappy because the actual item is not the same as the listing description.
Currently, eBay sellers are not allowed to issue a partial refund if the buyer has not received the item yet. Sellers can also provide a partial refund when a buyer’s mind changed upon receiving the item.
There is an issue with using the return request on eBay, though. Most sellers receive the returned item in a poor condition from that which was shipped from the original transaction.
If the item is damaged, or when the item/s in question belong to the approved selling categories on eBay, it is possible to do one of two options.
- Option 1: Sellers who offer free returns can issue a 50% partial refund to the customer. The amount of the discount when you issue a refund is to cover for the value of the item, which will be beneficial only for low value items.
- Option 2: Sellers who do not offer free returns must deduct 10-20% of the refund amount due to buyer’s remorse, or buyers changing their minds.
How to Issue a Partial Refund
There are different steps involved to issue partial refunds on eBay depending on the applicable payment method for the original transaction.
Take note of these steps for issuing a partial refund depending on the on file payment method.
1. Issuing Partial Refund via Paypal
Issuing a partial refund on PayPal is one of the easiest ways to manage eBay partial refunds because PayPal makes it easy and streamlined. You have up to 180 days from the time of the original transaction for you to issue a partial refund to the buyer.
- Go to the ‘activity’ tab in the header of the homepage. From a list of transactions, choose the specific transaction that you want to issue a partial refund for.
- Choose the ‘refund this payment’ option.
- By default, the full amount will be shown when initiating a buyer request on PayPal. You can edit the amount based on the desired refund amount.
- Check if all the other details are correct before you confirm the transaction and issue the partial refund to the buyer.
But as of 2021, you can now recieve your money without using PayPal from eBay.
2. Issuing Partial Refund via Managed Payments
If you are using managed payments for your eBay store, you can issue a partial refund from your seller hub:
- Select the order details from your eBay seller account. Select the send refund option from a dropdown menu.
- Specify the reason why you want to issue a refund.
- You can specify the refund amount, whether by item or by order.
- Click the send refund option when you’ve made sure that the details related to the transaction are correct.
When you offer a partial refund via the managed payments feature, the order-level partial refund option. Sending a partial refund per item is a straightforward process because you know the exact value of each item.
For the order-level partial refund, it works a bit differently because the refund amount is split proportionally across each item in the order.
The decision to offer a partial refund via managed payments must be executed within 60 days (versus 180 days in PayPal) from the time of the original transaction. It’s something for buyers to keep in mind when asking for a full or partial refund.
Download this eBook now and learn how to sell on eBay like a pro.Final Thoughts on eBay Partial Refund
The partial refund system is one of the tools provided for eBay sellers to maintain an open and honest transaction with their buyer. It is available as a tool for resolving disputes and ensuring that you can avoid negative feedback.
Sellers who offer a partial refund can also qualify for fee credits on eBay.
The fee credits you receive are proportional to the refund amount that your buyer received for the transaction or the fees you paid.
If your customers are happy, then you can keep your business going. eBay refunds might impact your profit margin, but it will help sustain your business in the long run.
Handle Refunds Like a Pro with ZIK’s Competitor Research Tool
Want to avoid refund issues before they happen? Use ZIK’s eBay competitor research tool to study top-performing sellers and see which products are getting fewer returns and higher satisfaction ratings. By focusing on proven listings, you can reduce refund requests, avoid negative feedback, and keep your profit margins intact. Be proactive—let data guide your product choices so you spend less time on customer issues and more time making sales.
Frequently Asked Questions on eBay Partial Refunds
Here are some frequently asked questions on eBay Partial Refunds
Can an eBay seller issue a partial refund?
Yes, an eBay seller can issue a partial refund to a buyer. Sellers may do this via Seller Hub or My eBay within 90 days after the transaction. It often happens when an item is damaged, not as described, or the buyer is happy to keep it despite minor issues
How do I send a partial refund for shipping on eBay?
To send a partial refund for shipping fees on eBay, go to Seller Hub or My eBay → find the order in Orders / All Orders → click Send refund. Enter a refund amount that reflects just the shipping difference (or the total you want to refund). Include a reason, confirm, then send
Can a seller do a partial refund?
Yes, a seller can issue a partial refund on eBay through Seller Hub or My eBay within 90 days of the sale. This option lets sellers return part of the payment, often used when items arrive slightly damaged, shipping costs change, or buyers agree to keep discounted goods.
Can a seller send a partial refund?
Yes, a seller can send a partial refund on eBay. This is done through the order page in Seller Hub or My eBay. Sellers simply choose Send refund, enter the agreed amount, and confirm. It’s often used for shipping adjustments or minor item issues.
How long does an eBay buyer have to accept a partial refund?
An eBay buyer usually has up to 10 days to accept or decline a partial refund offer. If the buyer accepts, the refund is processed right away. If they ignore it, the request eventually closes, and sellers may need to issue a full refund instead.
What is a reasonable partial refund amount?
A reasonable partial refund amount on eBay depends on the issue’s severity, typically ranging from 10% to 30% of the purchase price. Minor cosmetic flaws might justify a smaller refund, while more significant defects or shipping overcharges may call for a higher adjustment.
How much is a partial refund on eBay?
A partial refund on eBay does not have a fixed amount; it’s decided between buyer and seller. It can cover shipping overcharges, minor defects, or missing parts. Refunds often range from 5% to 30% of the item price, depending on the situation’s severity.