Can a customer request an ARN for a refund?

[firsttimeuser]

Does the customer can request ARN from seller?

I need to know how my refund process and seller did not response after canceled my order

[Blair · Accepted solution]

Hi @firsttimeuser,

Thank you for reaching out to the Community. I'd be happy to provide some guidance with this request, to ensure it gets resolved. To confirm I'm fully understanding, is this in regards to an order that you placed online? 

If so, you can certainly reach out to the shop that you purchased from to request an ARN number. It's important to note however, that Shopify is a platform used by many merchants to sell online, we are unable to manage day-to-day operations or intervene in the order process. 

If you have connected with the shop that you purchased from but never received a response, I'd encourage you to check out our Order FAQ Page for more information on how to proceed. It outlines that we recommend contacting your bank for steps on how to proceed. This will ensure that the appropriate guidance can be given as well as the next steps on how to retrieve funds to get this resolved. 

Please let me know if you have any other concerns. 

[firsttimeuser]

Hi, the merchant has been sent th timeline screenshot for me with ARN, how can I track with  ARN? I asked for my bank issuer said cannot be tracked.

[Blair]

Hi @firsttimeuser,

Thank you for the prompt response.

To provide some clarification, an ARN can be used by the issuers bank (i.e the customer) to trace a transaction with the acquirer. Due to this, the customer will want to take this number to their issuing bank for them to investigate further. The bank will then be able to provide further assistance with this request to ensure it gets resolved. 

Please let me know if you have any other concerns.