The handling of the refund process depends on whether buyers return the goods and whether they paid with PayPal (or Managed Payments) or another payment method. You can also handle eBay returns directly in your eBay account; the status is then updated hourly in PlentyONE.

Full refund with return (Example: Own label)

1. Buyers request a return.

2. You accept the return and set the status to eBay: Authorise return. → Event action Accept eBay return, with own label is triggered.

3. You set the status to eBay: Upload own label. → Event action Upload own label to eBay is triggered.

4. Goods are received by you.

5. You set the status to eBay: Mark return as received. → Event action Mark eBay return as received is triggered.

Refund:

• For PayPal payment: You set the status to Initiate eBay refund. → The refund is processed. The return immediately changes to the status eBay: Return closed.

• For other payment methods: You carry out the refund. You set the status to eBay: Mark refund as sent (without PayPal). Buyers confirm receipt.

Partial refund

1. Buyers request a return.

2. You enter a proposal for the new item price in the Edit tab.

3. You set the status to eBay: Offer partial refund. → Event action Offer partial refund is triggered.

4. Buyers accept the partial payment in "My eBay account". → Return changes to the status eBay: Partial refund accepted.

5. Refund:

   • PayPal: The amount is processed. The return closes immediately.

   • Other payment method: You carry out the partial refund. You set the status to eBay: Mark partial refund as sent (without PayPal).