Refunds held by Shopify

KCita
New Member
1 0 0

Vendor said they processed refund on Shopify and Wells Fargo Bank says nothing has come in - it’s been 2 days. When I pay the charge is immediate. The credit should be too. Why is Shopify not sending my $935 to my WF VISA? I plan to file a complaint. 

Reply 1 (1)
Ava
Shopify Staff
Shopify Staff
1161 77 185

Hey, @KCita!

I'm Ava from Shopify.

When a refund is processed by a Shopify merchant it can take 1-2 business days for our servers to process the refund. After that, it can then take your bank a further 1-2 business days to process and accept the funds and add them to your account. This would be standard practice, refunded monies would take a little time to show up in your bank account again due to processing times. The same is true when a merchant receives funds for a customer's order! The funds leave your card immediately, but they take 1-2 business days to show up in a Shopify Payments payout in the merchant's admin section, then a further 1-2 business days to appear in the merchant's bank account. There is more information here on how we process payments, just so you have some context! This is assuming the merchant you bought from uses Shopify Payments, there are third-party gateways also available that would have different processing speeds. 

If you like, you can contact the merchant again to ensure the time & date the refund was processed, and you can also keep in touch with your bank so they can update you on any incoming funds. 

I'm sure you will get your refund shortly!

Ava
Social Care | help.shopify.com

Ava | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog