How can I process a refund effectively?

[michaelayalla]

Hi there, my shopify store got inactive and i issued a refund on 14 march to my customer and cancelled that order but he did not received the refund . meanwhile shopify asked me for different verifications , i contacted the support and told them that i don't want to use my store anymore i just need that refund to my customer. but no reply from shopify team still.

please let me know how to get that refund 

[Imogen]

Hi there, @michaelayalla. Thank you for taking the time to reach out to the Shopify Community Forums with your refund situation. My name is Imogen. It's good to meet you!

If you refunded your customer's purchase, then the original payment method should be refunded by the payment processor that was used to facilitate the transaction. Has your customer provided you with any documentation to show that they did not receive this refund? If so, it would be worthwhile to provide that information to our Support Team to let them know about this. Based on what you've outlined here, it sounds like you've already been speaking with our Team about this situation. As such, if you have an email thread related to this situation, follow up on that email thread with information regarding this customer's refund, so our Support Team can have that information in hand, and advise on next steps to assist you with helping your customer.

[michaelayalla]

i already provided them everything but they told me they are not refunding the amount and i can't understand why although the order has cancelled by me and still have not arrived to the customer yet and he don't want to open a dispute from his bank as well.

please let me know the contact of the relevant team who can solve this mattter. also one advisor told be that he tried the refund but he was unable of doing it

[Imogen]

If you're actively speaking with members of our Support Team via email, then it's best that you continue to speak with them via that email thread regarding the situation. As we're not able to authenticate folks in the community forums, we can't access your account or account details. As such, direct any questions you have about this situation to the email thread you received from our Support Team so we can appropriately follow up on your questions and requests.