Why hasn't my customer received their refund after 16 days?

Why hasn't my customer received their refund after 16 days?

elevateclothing
Visitor
2 0 0

Our company used PayPal Payments, but for an unknown reason, our PayPal account was taken down so we cancelled all our orders using PayPal. There were 3 orders in total. Two of them were successfully refunded in the first 3 days, but one order was not. It has been 16 days since we issued the refund but it still has not gone through.

Replies 3 (3)

Moira
Shopify Staff
2118 231 339

Hey @elevateclothing,

 

Welcome to the Shopify Community!

 

The refund process time can vary depending on the original payment method. When customers pay with a debit card, it usually takes up to 5 working days for a refund to complete. Whereas if your customer paid via a credit card, the refund might take up to 30 days, depending on the card company.

 

In any case, it's important that you contact PayPal's customer service for assistance. They should be able to provide you with more specific information about your case.

 

Also, ensure to communicate with your customer about the delay and reassure them that you're doing everything you can to resolve the issue.

 

Let me know if I can clarify anything further,

Moira | 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

elevateclothing
Visitor
2 0 0

There is no way to contact PayPal, we have already tried every way. How come the other 2 orders were refunded but one has not. It has been 16 days and they are worried.

Moira
Shopify Staff
2118 231 339

You have the option to call or live chat with PayPal customer service right here.

Moira | 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