Private seller - refund only the purchase price to the buyer without postage / package came back "refused acceptance" | Members help members

nomolo · 2026-05-19T17:24:57.426000Z

A buyer is claiming non-receipt of a purchased item. Purchase price EUR 23.00 plus shipping EUR 5.79 The package has now come back, with the note "Refused acceptance". I would refund the buyer the EUR 23.00, but it is not possible to select a partial amount. Through the return function I can only initiate a refund of EUR 28.79.How is it possible to pay only the partial amount? Whatever the mistake by the shipping provider (according to the tracking, the package should have been redirected by Hermes to a parcel shop), I am not willing to refund the postage paid. Do I have to wait three days to involve eBay for my proposed solution (I am supposed to respond to the return request within three days - "After the buyer has told you that they have a problem, you have 3 business days to resolve the issue. If the issue has not been clarified, you can involve eBay.") ? The online help is insufficient in this regard in that I cannot act immediately, so here is my question.

Discussions

Private seller - refund only the purchase price to the buyer without postage / package came back "refused acceptance" | Members help members | eBay Germany