Problem with refund Shopify Payments

[Limitato2022]

Hello,

I was wondering how I can check that a refund has been well issued. I have a customer whoi used Klarana Pay Now and says he has still not received payment. PLease help me get this information that the refund has left our account and is now at Klarna.

[Blair]

Hi @Limitato2022,

Thank you for reaching out to the Community! I'm happy to provide some assistance with refunds, to ensure this gets resolved. To confirm I'm fully understanding, the local payment Klarna is being used through Shopify Payments correct? 

If so, you may be able to confirm the refund was successfully processed by locating an ARN number within the order timeline. This is a unique number that tags credit card transactions when it goes from the merchant’s bank to the cardholder's bank. The number can be used by issuing banks to trace a transaction with the acquirer.

To locate whether or not an ARN number has been issued, you can head to the Orders section from the Shopify admin. Once you've pulled up the order in question, you can scroll through the order timeline to view ARN information for Visa and Mastercard transactions. 

If however, you're not seeing an ARN number populate within the timeline I would encourage you to Contact Support for further investigation. This will allow our advisor team to take a closer look into the order. 

Please let me know if you have any other questions or concerns.