the secret science of paypal partial refunds ??

erewhon

Can someone explain how to issue a partial refund on paypal? There is mention of this ellusive option all over paypal's site and on other help forums online, yet when you actually follow the directions to do so, the only option is a full refund. WTF? Did paypal do away with this feature or something? This should be simple.

erewhon

Is anyone else at least experiencing the same frustration?


How stupid is this:

Under "Dispute Resolution Tips" when I click on "How do I offer a full or partial refund?" this is what I see...

What is the best way to approach my buyer about resolving this dispute?

Try not to assume that your buyer is acting unfairly or unreasonably. Most of the time, problems are the result of simple miscommunication or mistaken assumptions. Make it clear that you see the situation as resolvable, and that you don't assume the buyer has acted with bad intentions. They will usually reciprocate and you'll work out the majority of problems you encounter.


What are some options for resolving this dispute?

First, make it clear that you take your responsibility as a seller seriously, that you want your buyers to be satisfied, and that you are committed to resolving this problem.

Then, identify the buyer???s concern and provide some information to address their concern. For example, if a buyer is contacting you because they have not received their package, let them know when you shipped it and when they can expect to receive it.

If you???re unable to resolve your buyer's concerns through communication, consider offering a partial refund. If you???re willing to offer a full refund, just select that option from the Dispute Details page and PayPal will automatically close the dispute.

Looking at the situation through the eyes of your buyer may help identify effective solutions.


How do I offer a full refund?

If you are willing to provide a full refund, just select that option on the Dispute Details page. PayPal will automatically return the disputed funds to the buyer and close the case.


How do I enter a tracking number to prove that I shipped the item?

You can enter a tracking number from the Transaction Details page and click "Add Tracking Info" near the bottom. By entering a tracking number, you are confirming for the buyer that you shipped the item. Plus, your buyer can usually use this tracking information to obtain an estimated delivery date or learn more about the package's status.


Can I request that the buyer return the item for a refund?

This is certainly an option. We strongly suggest that you require the buyer uses a shipping service that provides tracking information. This will avoid any confusion over whether the item was actually shipped and when it will arrive.


My buyer and I cannot agree on a resolution. What can we do?

Both you and the buyer have the option of escalating your dispute to a claim with PayPal. In doing so, you are asking PayPal to decide if the buyer???s claim is valid and to provide options for resolving the claim.

This is usually a last resort and is the best option when you are unable to resolve the dispute amicably or if one party chooses not to communicate.


I am confident that my buyer???s dispute is not valid. What can I do?

If you would rather not communicate with the buyer, you can escalate this dispute to a claim with PayPal. A Dispute Resolution Specialist will review the information and determine if the buyer has a valid claim.

If it is determined that the buyer does have a valid claim, though, you may be required to process a refund. Before escalating the claim, you may want to at least hear what the buyer has to say.


What happens to my money during the dispute?

Until the dispute is closed, the funds associated with this transaction may not be available for withdrawal. The funds will be released when the buyer closes the dispute and indicates that they are satisfied or if the dispute is automatically closed. If the dispute is escalated to a claim, the funds will only be released if the PayPal agent decides the claim in your favor; otherwise, they will be refunded to the buyer.

Nothing about partial refunds.

This isn't the only example, either. I've followed several other paths that mention partial refunds at the outset then say nothing more about how to issue them.

MikeZero

Click on the link to the transaction that you want to give partial refund. Scroll all the way to the bottom of the screen. There should be a link that says "Make a Refund" (or something similar). Within that link, it allows you to type the amount that you want to refund. Hope that helps...

Controller_7

Click on the link to the transaction that you want to give partial refund. Scroll all the way to the bottom of the screen. There should be a link that says "Make a Refund" (or something similar). Within that link, it allows you to type the amount that you want to refund. Hope that helps...

exactly. It should be really easy. it's always been easy for me. I use it on my website when people order multiple items I give them a shipping refund and it's always been easy and straight forward.

erewhon

Click on the link to the transaction that you want to give partial refund. Scroll all the way to the bottom of the screen. There should be a link that says "Make a Refund" (or something similar). Within that link, it allows you to type the amount that you want to refund. Hope that helps...

Thanks for the response, but this is what I've been trying to do already. When I follow that "issue refund" link I see the original payment amount, the refund amount, and a space for writing a note to the buyer. The refund amount is not an active field, though, so I can't change it. All it will allow me to do is click "continue" to refund the full amount.

What you're talking about looks like this:

https://www.paypal.com/us/cgi-bin/webscr?cmd=xpt/cps/bizui/SendRefund-outside

But that's not how my screen looks when I follow those instructions.

Controller_7

maybe it depends on the account you have. Mine is a business one. That might make the difference. Have you verified everything so that you release the limits on the account? Maybe that's it. Maybe you can't issue partial refunds if you're not a business. You can always calculate the percentage and send them a payment for $2.17 so after the fees are taken they get the $2 or whatever you want to send them.

erewhon

maybe it depends on the account you have. Mine is a business one. That might make the difference. Have you verified everything so that you release the limits on the account? Maybe that's it. Maybe you can't issue partial refunds if you're not a business.

Hmmm...that could be it. I have a premier account, not a business account. I guess this service falls under "multi-user access", because that is the only stated difference I see between the two types of accounts.

You can always calculate the percentage and send them a payment for $2.17 so after the fees are taken they get the $2 or whatever you want to send them.

I was hoping to avoid this, but I think it's the only solution at this point.

Thanks for the help!