How does seller issue a partial refund please?

[CD44]

I recently purchased a couple of items from a website, and unfortunately only one of them arrived. I raised a claim and the seller said they would refund me the cost of the items that didn't arrive, however they couldn't see how to do so. I contacted Paypal Customer Service via Chat and the person I spoke with said I had to escalate the dispute to a claim then the seller would be able to offer me a partial refund and I could accept it. I contacted the seller and we agreed that I would escalate to a claim, which I did, then they would offer the partial refund, but they cannot see a way to do that.

Searching Help it says that sellers cannot offer a partial refund if the buyer used gift cards, coupons, etc. but I paid the total amount with a credit card so that is not the problem. It also says there is a time limit, however the order was placed Feb 12 so less than a month ago.

Current status is "Being Reviewed by Paypal" so are we just being impatient and do we have to wait for Paypal to ask the seller what they want to do? The seller really wants to get it resolved, and obviously so do I, especially as we are both happy with our agreed resolution.

Would really appreciate any help as I'm new to this.

[sharpiemarker]

@CD44 

How do I issue a refund for a dispute?

Here’s how:

1. Go to the Resolution Center.
2. Select Open Cases and find the transaction.
3. Click the Case ID in the Case column.
4. Click Issue a full refund on the case details page.

You can issue a refund within 180 days of receiving a payment. Issuing a full refund automatically closes a dispute.

Please note that the case must be in the dispute phase or waiting for the seller's response to complete this action. If it is under review, you must contact PayPal to take this action.

If your PayPal account balance does not have enough money in it, the entire refund will be issued from the primary bank account linked to your PayPal account.

You can also offer a partial refund for your dispute. Here’s how:  

1. Go to the Resolution Center.
2. Select Open Cases from the list and find the transaction.
3. Click the Case ID under the Case column.
4. Click Offer a partial refund on the case details page.
5. Enter the amount you want to offer and click Calculate to figure out the net refund amount and fee refund.
6. Click Offer refund. 

You can issue a partial refund within 180 days of receiving a payment. When you issue a partial refund, PayPal credits a portion of your original transaction fee. 

*Refunds cannot be issued through the PayPal mobile app.

[CD44]

Thanks for the information. I found that process and it seemed to imply that the seller could offer a partial refund at any time, however they told me they couldn't offer it whilst it was a dispute which Paypal confirmed was correct. Paypal said once it was escalated to a claim the seller would be able to offer a partial refund but the seller is saying they can't. I don't think they're being difficult as they have been very cooperative so far, so just wondering if we're missing something? Do we have to wait until Paypal asks the seller to respond?

[CD44]

Just to provide an update. I ended up having to contact Customer Service again and they asked me how much the partial refund should be then updated the amount on the claim. They then changed the amount so the seller could make the refund.