If the customer claims that they have not received their full refund after 10 days that I have refunded from my shopify store orders. Is there any way to confirm or proof of refund have been deducted and transaction made to my customer?
Topic summary
Merchants report customers claiming they haven’t received refunds 10–19 days after the merchant processed them. Core need: verify refunds and provide proof to customers.
Key guidance:
- Check the payment gateway in the order timeline (Shopify Admin). It indicates whether the refund was processed successfully.
- If using Shopify Payments (Shopify’s built‑in payment gateway), a successful refund on the order page means funds were sent; the customer should contact their bank or card issuer.
- If using a third‑party gateway, the merchant should contact that gateway’s support to confirm the refund and investigate delays.
- For documentation, Shopify Invoices can display the refund amount as written proof for customers.
Notes/Status:
- Several merchants asked for a formal proof-of-refund from Shopify beyond the timeline; no official document was confirmed in-thread other than using invoices.
- A Shopify rep requested the specific payment gateway to proceed. No final resolution posted; guidance depends on the gateway, and the discussion remains open.
Hello, @MarC168 !
Karlie here from the Shopify Guru Team! Can you let me know what payment gateway the merchant had used for payment processing when they had put through their order? You can find this information out by checking the timeline of the order. If it was Shopify Payments 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. 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.
Looking forward to hearing back from you!
Hello I have the case were the customer says they never received the money yet on the order timeline reflects the refund has been made. Can shopify provide us a proof of the refund?
Hello, @aimae !
Karlie here! Can you tell me what payment gateway the customer paid with? You can check that out in the order timeline.
Looking forward to hearing back from you!
Hi,
I have the same issue. The customer paid by card initially. The timeline says the refund was made on the 10th July. However it is now the 29th July and they are saying they haven’t recieved it.
How can I provide proof of this?
lyd
Shopify Invoices will also display the refund amount if the customer wants documented proof