Customer hasn't received refund

[ShemsBoutique]

I refunded my customer over a week ago and she is saying she hasn't received it

How can I confirm the refund has been sent out from my side? I can see the process refund processed successfully on my timeline 

If the customer claims they haven't received the refund - who is responsible to investigate? 

[June · Accepted solution]

Hi @ShemsBoutique, 

June here from Shopify.

Thanks so much for including your screenshot, that's incredibly helpful.

How soon after processing payment for the order was it refunded? I ask because if the refund took place within 24-72 hours of the original payment, it will more likely than not have been processed as a Reversal - in which case your customer will not see the amount credited to them, but instead the original charge removed from their bank statement entirely.

Assuming this is a standard refund, the expected time frame is 5-10 business days. With that in mind, we can still expect your customer to receive their refund by June 7th.

That said, if for whatever reason they have not, please contact our support team via our Help Center so that we can provide you with the refund's ARN (acquirer reference number). Your customer can then share this number with their credit card company to locate the refund.

In the meantime, please don't hesitate to let me know if you have any questions! 

[ShemsBoutique]

Thanks a lot for the reply. We will inform the customer to wait until 7th June. 

The refund was processed after a couple of weeks of the order so wouldn't be a reversal.

Regards,