for our customer, we created the shop MASKENHELD24. But shopify still owns one back in the amount of € 3,000. Why is this happening and when do our customer gets the money back.
Sophia here from Shopify. Welcome to the Shopify Community!
Do you mean that you processed a refund for a customer, and they still haven't received the funds in their bank account or on the card they paid with? If it was a purchase made with a credit card, please note that it may take several business days (in some cases, 5-10 business days), for the funds to appear on the customer's bank or card statement after a refund was processed. You can check the order's Timeline to ensure the refund was processed, and confirm the refund date with your customer. Let me know if that helps.