Buyer claims I didn't refund them, prepaid Visa, even after I gave ARN! Help!

[goldengooseeeee]

A buyer is "threatening legal action" for a $25 purchase and I CANNOT make them understand that I've refunded the order, WITH AN ARN NUMBER. They're claiming they used a prepaid visa and therefore can't track the ARN through the bank.

They bought an item and then immediately asked to cancel it and for a refund. I did this within a few hours of the order being processed. Shopify marked it as refunded.

Fast forward a few days: they email me angrily saying I wrongfully charged them for the order, a charge showed up on the card, they thought they were getting a refund. I said, it is refunded but can take up to 10 days to actually show on the card.

Next day, they say: I checked the card, the amount is not on the card. If it does not show up I will take action. I then provided them WITH AN ARN NUMBER and said call your bank and they can verify the refund for you.

"They say: I can't call the bank with the number because it was ordered on a prepaid visa, so I can't call the bank."
Could someone help me with figuring out how to put this to rest?WHO can I tell them to contact about a verifiable refund through a visa card?

Any help is so appreciated.

[Imogen]

Hi there, @goldengooseeeee. Thanks for taking the time to reach out to the Shopify Community with your situation with this refund and your customer.

You've done all of the right things for your customer by providing them the ARN for the refund, and telling them to connect with their bank. As the bank didn't seem to be able to help them since this was a 'pre-paid' card, they can instead reach out to the issuer of the pre-paid card (so Visa if it's a pre-paid Visa) to have them look into the ARN and provide the customer with insights around the status of their refund.

[goldengooseeeee]

Thank you Imogen! I did actually reply to them with that exact solution. If
this turns out to be a scammer I’m expecting a response like “they said the
arn wasn’t valid” or something like that but hopefully it’ll be handed to
the issuer and resolved that way. I will reply if it continues to be an
issue. Thanks so much for your help

[goldengooseeeee]

Hey! This did happen. They replied today saying "The card company is not responsible.  I want the product or a refund from your company.  Or I am taking legal action."

I've given the most instruction here that I possibly can and don't know what to say at this point. It's clear that they're trying to keep this going for as long as possible. 

The interesting thing is, now they're saying "i want a refund or the product" when originally, this person is the "mom" of a child who used their visa card by accident and the child immediately canceled the order (meaning i'm assuming the "mom" made them cancel-so why would they be saying they now want the product?).

Could you please help me by either letting me know a Shopify payments staff for the buyer contact (so our brand can stop being the line of contact) or advice on what to say next to get out of this situation?

Thank you so much!

[Ollie]

Hey @goldengooseeeee.

Thanks for the quick responses. 

Looking into this, the Shopify Payments gateway does not have a specific point of contact that buyers can speak with. In this case, the buyer will need to speak with the issuer of the pre-paid card to get further support to the situation. If you would like a Support Advisor to take a further look into the order in question to ensure that a refund has been provided, you can do so by navigating to our Help Center.

Let me know if you have any questions. 

[goldengooseeeee]

Thanks for your help! I'll do that.