Merchant reports issuing a refund over a week prior; customer claims non-receipt. Merchant sees “refund processed successfully” in the order timeline and asks how to verify and who investigates.
Shopify support explains two possibilities:
If not received by then, support advises contacting Shopify via the Help Center to obtain the refund’s ARN (Acquirer Reference Number). The customer can give the ARN to their card issuer to locate the transaction.
Original poster confirms the refund was issued weeks after purchase (so not a reversal) and will ask the customer to wait until June 7.
Later updates: other merchants report similar issues (refunds dated Dec 4 and Dec 19 not yet received) and express frustration. No confirmation that the original customer received their refund.
Status: unresolved in-thread; action items are wait through the 5–10 business day window and, if needed, obtain and share the ARN with the customer’s bank.
I refunded my customer over a week ago and she is saying she hasn’t received it
How can I confirm the refund has been sent out from my side? I can see the process refund processed successfully on my timeline
If the customer claims they haven’t received the refund - who is responsible to investigate?
Hi @ShemsBoutique ,
June here from Shopify.
Thanks so much for including your screenshot, that’s incredibly helpful.
How soon after processing payment for the order was it refunded? I ask because if the refund took place within 24-72 hours of the original payment, it will more likely than not have been processed as a Reversal - in which case your customer will not see the amount credited to them, but instead the original charge removed from their bank statement entirely.
Assuming this is a standard refund, the expected time frame is 5-10 business days. With that in mind, we can still expect your customer to receive their refund by June 7th.
That said, if for whatever reason they have not, please contact our support team via our Help Center so that we can provide you with the refund’s ARN (acquirer reference number). Your customer can then share this number with their credit card company to locate the refund.
In the meantime, please don’t hesitate to let me know if you have any questions!
Thanks a lot for the reply. We will inform the customer to wait until 7th June.
The refund was processed after a couple of weeks of the order so wouldn’t be a reversal.
Regards,
Did the customer end up getting the refund? Currently going through this same situation. I issued a refund to a customer on dec19 and they are saying they havent gotten it yet.
I am having the same issue, I had a customer who was refunded on 12/4 and hasn’t received their refund. I hope this gets resolved.
I know right. Shopify is making us merchants look terrible to our customers! Someone from shopify needs to fix this ASAP
