Customer Claiming Refund not received

Shopify Discussion
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Hi

a customer has emailed me claiming that she has not received a refund on an order I canceled last week. I have attached a screenshot and cannot tell what has happened here? How can I prove to her that the refund is being processed?

it looks like the refund was deducted from my payout and then immediately added back so I am unsure what has happened .

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Hey, @AquaLabs !

Refunds generally take 5-10 business days to be fully processed and posted to the customer’s credit card statement. In some cases, it may take longer, depending on the bank or credit card provider’s processing times. It’s likely that it hasn’t been fully processed yet, however, for the customer’s peace of mind you may provide them with an ARN or Acquirer Reference Number if this is available.

If the order was paid with a Mastercard or Visa card through Shopify Payments, tracing information on the refund may be available on your order timeline. You can view the order timeline of the order where the refund was processed and check if an ARN is visible under the line with the refund details, such as the screenshot below.

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The ARN can be used by banks or credit card providers to trace a transaction. If this is available, you may provide the ARN to the customer and they may contact their bank or credit card provider to investigate.

Please note that the ARN may not be available in the following situations:

  1. The refund was processed within hours of placing the order and completing the payment.
    • If this is the case, the refund is processed as a reversal. When a payment is reversed, the authorized charge amount is removed entirely from the customer’s bank transaction history, rather than creating a separate line item for a refund. Some online banking applications, including mobile apps, may have a hard time displaying this, so it’s recommended that the customer reaches out to their bank for further clarification.
    • The time it takes for an authorization to be removed from the customer’s bank transaction history depends on the customer’s bank, so it is also best to reach out to them for timeline information.
  2. It hasn’t been 1-3 business days since the refund was actioned.
    • The ARN will only appear on the order timeline within this timeframe.
  3. A Mastercard or a Visa card was not used to pay for the order.
    • Only Visa and Mastercard transactions will show ARNs on the order timeline. For other cards such as Amex, Discover, JCB, or local payment methods, you will need to speak with our support team so we can assist you with retrieving the ARN. If this is the case, please visit https://bit.ly/3cJkx8V to create a support ticket when it has been 3 business days since the refund was actioned.

If an order was processed through a different payment method and not Shopify Payments, you may reach out to your payment gateway’s support team for assistance.

Let me know if you have questions about the above, and I’ll help you further!