Why hasn't my customer received her refund yet?

[Roopinda]

I refunded a customer on the 22nd Feb £20.00 and she still hasn’t received although she has been checking every day.  Can you help

[Helen]

Hi, @Roopinda. Welcome to the Community! That certainly does seem like a long time to be waiting for a refund. Let’s look into it.

Could you please start by checking the timeline of the order? Please expand the refund event to confirm the payment gateway used, and if the refund was successful. It should look similar to the screenshot below:

Which payment gateway did your customer make the purchase through? Refunds will go back the same way they came through, so if you’re using a third party gateway, then your next step will be to reach out to your payment provider directly. They’ll be able to take a closer look at the transaction that occurred through their processor to determine if there is anything that may be holding it up on their end.

But, if you’re using Shopify Payments and the refund status is showing it has been successful, then your next step is to advise your customer to contact their bank directly. Refunds are issued immediately from our end when using Shopify payments, and banks generally process it back to the customer within 10 days. However, the time it takes for a bank to process the return can be significantly longer if your customer is located in a different country than you. 

For more information about returns and refunds, please take a look at this Help Doc.

Let me know how this all works out. And of course, if you determine there are other factors at play that aren’t addressed above, please provide more detail about it and screenshots if you can. I'm here to help get this figured out for you, so that we can keep your customer happy!