In this article, we will introduce a step-by-step guide for partial refunds. This feature aims to increase transparency and ensure fair refunds for both sellers and buyers, providing significant benefits for sellers. By following this guide, you will learn how to initiate partial refund requests and promptly process refund requests.
Watch this short video to learn more:

What Is a Partial Refund?

A partial refund is a process where sellers can offer a partial refund for items that are unfit to return, such as those with missing parts, damage, or signs of use.
Instead of rejecting return/refund requests outright, sellers can negotiate with buyers to reach an agreement and provide a partial refund while allowing the buyer to keep the items.
These processes can be done within the Seller Centre, improving the refund process and enhancing visibility for both sellers and buyers.
Let's look at some examples:
Example 1:A seller received a return request from a buyer. After reviewing the evidence and the return reason provided, the seller discovered that due to seller's fault in packing, some items are missing from the order.
In this case, the seller could initiate a partial refund of 80% of the item's price (as recommended by the platform) or another amount that seems appropriate and allow the buyer to keep the item.
Example 2:A seller received a return request from a buyer. After looking at the evidence and reason provided, the seller saw the item had been used and showed some signs of use.
Instead of rejecting the return request, the seller could initiate a partial refund of 50% of the item's price (as recommended by the platform) or another amount that seems appropriate and allow the buyer to keep the item.

Benefits of Partial Refund

How to Initiate Partial Refund?

Here's a quick guide on how to process a partial refund:

1. To initiate a refund, go to Seller Centre and navigate to Orders > Manage Returns. Under the 'Awaiting Action' tab, you can view all the return/refund requests. Review the buyer's return reason and click on 'Issue Full/Partial Refund' to initiate the refund process.

2. From here, you can choose to process a full refund or a partial refund. If you select a partial refund, you can input the refund amount you wish to offer to the buyer, or you can easily select the recommended refund amount as suggested by the platform. Make sure to upload any relevant photos and add a refund note to provide more context to the buyer, then click 'Confirm' to send partial refund offer through IM Chat.

3. Your partial refund offer will be sent via Customer Service Chat in the form of a negotiation card. The buyer will have the option to approve or reject your partial refund offer within 1 calendar day of receiving it.
   • If the buyer accepts the partial refund, they will be able to keep the item and will receive the partial refund amount as offered by the seller.
   • If the buyer rejects the partial refund, the request will follow the normal return/refund process, where you, as a seller, can approve or reject it and follow the standard return/refund procedure.

For more information on managing returns/refunds, please refer to this article.

FAQ

1. Is the partial refund feature available for all transactions?
2. Are there any guidelines on how much I should offer as a partial refund for buyers?
   • Missing items or parts: A partial refund of approximately 80% may be appropriate.
   • Damaged item or packaging: A partial refund of approximately 70% may be appropriate.
   • Items showing signs of use: A partial refund of approximately 50% may be appropriate.
3. If the buyer accepts the partial refund, do the buyers need to return the item?

No, if the buyer accepts the partial refund offered by the sellers, they can keep the item and receive a partial refund.

4. What happens if the buyer rejects the partial refund?
   1. If the buyer rejects the partial refund, the request will follow the normal return/refund process. As a seller, you can then choose to approve or reject the return/refund request as per standard procedures.
5. How long does the buyer have to approve or reject the partial refund offer?
   1. The buyer has 1 calendar day to approve or reject the partial refund offer after receiving it via the IM Chat function.