Why haven't I received my refund from Apero Wine yet?

AtroxConsulting
New Member
4 0 0

I placed an order from a Shopify partner - Apero Wine. My order was confirmed, I was debited for the transaction and after a few hours my order was cancelled due to unforeseen circumstances and a refund would be made to me. This was on the 6th of December, 2023 and I have not gotten my refund till now. After several emails Apero Wine informed me that Shopify had deducted the money on 13th January, 2024 but I still haven't gotten my refund.

 

Any idea why haven't I gotten my refund?

Replies 3 (3)

Blair
Shopify Staff
1921 256 227

Hi @AtroxConsulting,

 

Thank you for reaching out to the Community. 

 

I definitely understand where you're coming from regarding this and would be happy to share some insight on how we can help. To confirm, this is an order that you placed online correct? 

 

If so, you can request that the shop provides you with an Acquirer Reference Number (ARN) if available. This will allow you to bring that number to your bank and/or credit card provider for further investigation.

 

To provide some insight however, Shopify is the platform used by many merchants to sell online. We don't however, manage the day-to-day operations or intervene in the order process of those shops. If you've placed an order online, I'd encourage you to check out our Order FAQ Page for more information on how to proceed. The best thing you can do is continue working with the shop and your bank to ensure that those funds are located. 

 

Please let me know if you have any other concerns. 

Blair | Shopify 
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AtroxConsulting
New Member
4 0 0

Hi Blair,

 
Thank you for your response.
 
Yes, I placed the order online.
 
I have gone back and forth with the shop over this for a couple of months now and they insist that Shopify has deducted them for the refund. 
 
I am attaching the chargeback evidence from my bank which shows the reason why my refund wasn't completed - Shopify had a technical error.
 
I would appreciate it if this is looked into so I can get my refund sorted out as it's been a very frustrating couple of months.
 
Look forward to hearing from you.
 
Regards,
 
Atrox Consulting 
AtroxConsulting
New Member
4 0 0

Hi Blair,

 

I don't know if you can help me sort this out in any way. I can provide the details of the order or if there's any where you can direct me to that I can get some sort of help.

 

The shop claims Shopify has my refund and have stopped responding to my emails. They claim the funds were deducted on 13/01/2024. I just need this sorted out and put behind me.

 

Eagerly waiting for a response from you.

 

Thank you.

 

Regards,

 

Atrox Consulting