Customer has not received a refund sent 10 days ago

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New Member
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We sent a customer a refund 10 days ago and they are claiming that they still have not received it. They received the refund confirmation email and I have asked them to re-check that credit card and reminded them of who the company name the refund should be posted under, but they still say nothing has been received. I do have the 'approved' refund confirmation in my orders timeline. What should I do as next steps?

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Shopify Staff
Shopify Staff
268 22 43

Hi, there!

My name is Ren from the Shopify support team, here to help you out. 

It's important to keep in mind that there are processing times to account for both on Shopify's end, and your customers bank. These processing times will also vary depending on the calendar dates. 

You can access your order timeline by following these steps to check the timeframe of your refund. The timeline will appear similar to this: 14-55-5pfqc-aljcp

 

There should be a timestamp which you can cross reference with the standard 5-7 business days (weekends and holidays not included) that it may take to post to your customers card. You can take further measures by providing the refund authorization key found in the order timeline and go so far as to offer a screenshot of the refund to your customer.

 

I understand it's frustrating to not have immediate answers for your customers but with the above you should be able to help ease their mind while the transaction completes it's process. Let me know if I can clarify any of that for you! 

 

 

Ren | Social team @ Shopify
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New Member
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 First...set the expectation in your refund policy.   While you may process within 24 hours (or whatever your policy is) not that it can take their bank 10 business days for them to see the credit.   

While the customer can be a super pain in the A&&, tell them firmly that you processed on your end and that they must go back to their credit card company.  They can bitch and moan, light up social media, etc. the balls in their banks court.   Be firm about this and not willy nilly.  I had someone pay via Paypal credit card (or they funded their paypal account via credit card) and it took them 4 weeks to see their refund.   I've also demanded that one sob customer call their credit card company with me on the line to have them tell her the same thing I'd told her for 5 days.   Set policies, be courteous and FIRM.  When that doesn't work, lose your sh_it, feels great! ;P 

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