Hello, I have a customer saying they have not received the refund that was processed on the 15th Feb. They have contacted there bank and are now asking for proof of refund. Please can you help, how do I get this proof?. Thank you, Paula
Hey, @Paularami
You can find this information out by checking the timeline of the order. If you are using Shopify Payments to process that order and it shows that the refund went through successfully on the order page of your Shopify Admin, then you would want to have the customer reach out to the bank or credit card company to inquire about the status of the incoming transaction to their account. If you’re using a third-party payment gateway, you can always reach out to their support team to see if there were any issues when refunding the customer.
Typically the bank of one of your customers isn’t going to contact you to provide proof of a refund unless the customer has submitted and created a chargeback request. Is that what has happened in this case or not?
If there is anything else I can help you with, please let me know.
Hi Dirk, thank you for getting back to me. The customer paid with American express, she has contacted them and confirmed they have no record of a refund or pending refunds. What is the next step? Thank you
Can you confirm on your end that the refund has been actioned, and taken from your account? This would be reflected in your payout statement and then also in the timeline of the order in question. At that point, your customer would need to get in touch with their bank to resolve their issue.
It’s also important to note that a refund is also a process that can take several business days to be reflected back in their account. So if this refund has occurred recently, it also may be a matter of it taking some time for it to land back into the customer’s account.