Customer not seeing credit in their Shop Pay Installments account after our store issued refund

JulieT2023
Shopify Partner
3 0 0

Hello - hoping someone can help with this.

 

A customer checked out on our store using Shop Pay Installments. She later contacted us asking for us to apply a discount code she found which we honored by applying a refund/credit to this order.

 

She's now saying she can't see the credit coming back to her. I'm not sure what we can do to help her. I believe we've done what we can on our end, but does anyone know any way we can help verify that her credit went through?

Reply 1 (1)

Maz
Shopify Staff
1174 129 182

Hey, @JulieT2023!

 

Thanks for reaching out about Shop Pay Installments.

 

Once a refund has been initiated, it may take up to 10 business days for the funds to be returned to the buyer's bank or account they should also receive an email from Affirm. This is mentioned in our help doc here. Do you know how long ago this refund was processed?

 

In case the buyer has not received their refund after 10 business days since the refund initiation, they should reach out to Affirm directly to investigate the matter. The customer can email them here: help@shop.affirm.com

 

How is business going right now? Can you share some of your goals for the next quarter? What challenges have you been experiencing as you work to grow your business?

 

Maz | Social Care @ Shopify 
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