Sometimes partial refund offer available other time no option for it

[fernendo]

Hi all

Sometimes on a return request I have the option to issue a partial refund other times ebay auto accept the return request and there is no option for this.

I don't have any auto accept rules setup. How can I make sure I am always given the option to offer a partial refund as a lot of buyers will accept it and it saves return postage costs as well as allowing me to make a small profit still.