After the buyer has paid, the partial refund tool will be available in your chat with the buyer.
The option to offer a partial refund will close once you receive your payout.

Our Customer Support team aren’t required to process partial refunds, it’s all carried out securely within the chat.

You can find more detailed info on the availability of the partial refund tool at the end of this article.

What is a partial refund?

A partial refund is a price adjustment on an order.

This means:

• The buyer keeps the object.
• You refund part of the amount paid.
• The refunded amount is deducted from your payout.
• It differs from a full refund, where the buyer returns the object and receives the full amount back.

When should I offer a partial refund?

Offer a partial refund when you and the buyer agree that adjusting the price is a fair solution.

For example:

• The object has a defect that was not visible in the listing.
• The object differs slightly from the description.
• You agree to refund part of the shipping costs.
• A partial refund can help resolve an issue without a return.

How do I offer a partial refund?

Open the chat with the buyer and discuss the issue:

• Decide if a partial refund is appropriate and agree on the amount.
• Select the partial refund option in the chat.
• Enter the refund amount and confirm your offer.

The buyer will receive a notification and can accept or reject the offer.

Note: You can currently only offer a partial refund if the buyer and seller use the same currency. We’re working on making partial refunds available for different currencies too.

What happens after I send the offer?

If the buyer accepts:

• You receive your payout (minus the refunded amount).
• The buyer keeps the object.
• The case is resolved and the buyer’s refund is processed.

If the buyer rejects or doesn’t respond:

• The case remains open. You can continue discussing the issue or contact customer support for assistance.

How does a partial refund affect my payout?

The refunded amount is deducted from your payout for that order. You’ll receive the remaining amount when the refund is accepted.

Is offering a partial refund optional?

Yes. You decide whether to offer a partial refund for disputed orders.

Can I offer more than one partial refund for the same order?

Yes, if the seller hasn’t been paid out then multiple partial refunds can be issued per order. However, only one partial refund can be open at a time.

Is there a minimum or maximum refund amount?

An amount must be agreed on with the buyer.

The maximum amount is the full payout you would have received for the order. This amount will be shown in the tool when you create a refund.

Does the buyer need to approve the refund?

Yes. The refund is only processed after the buyer accepts your offer. If you and the buyer can’t agree on a solution, our support team can review the case and assist.

How long do I have the option to offer a buyer refund?

The partial refund tool is available from when the buyer pays until you receive your payout. The partial refund tool won’t be available if:

• The object was paid for more than 160 days ago.
• The buyer has an active chargeback claim with their bank.
• The object was paid with mixed payment methods, e.g. a voucher + card.
• The buyer and seller use different currencies, for example EUR and USD.

Note: the partial refund tool remains available for sellers who are paid out immediately upon shipping.