We have a customer who attempted to make a purchase with us, and was charged. But there is no order in Shopify. We know their money is going to be refunded. We would just like to know how long it normally takes for it to go through.
Hey, @Hesperax .
Thanks for bringing your question here to our Community forum. I’m happy to provide some assistance here!
To clarify, did the customer make the purchase online but it did not come through as an order within your Shopify Admin? May I ask if you can see the order within your abandoned checkouts? If there is no order displayed, but the customer says a payment went through, it is likely that the payment is in ‘pending status’ on their credit card. Did they share proof of the payment being processed with you?
Once I hear back with this context, I can provide you with the next best steps!
Talk soon,
Hey, @Hesperax .
Thanks for getting back to me with that context. Since the payout says ‘pending’ on their end, this means the funds will be allocated back to them by Visa.
Since the bill of sale wasn’t submitted, the authorization simply disappears after a certain amount of time. Each provider is different, but on average, this is between 1-4 business days. Shopify does not have the ability to reverse or remove authorization requests, as these are generated by the cardholder’s provider. Your customer will need to reach out to Visa to request a release on the funds.
Please let me know if you have any questions about that. In the meantime, I noticed that you’re a new member of our Community, welcome! How has everything been going with business so far?
Thanks for the help. Business has been going well. The company I work for has been using it for over a year. This is just one of those weird instances where we need to contact someone about to get a answer.
Thanks again.
Hey, @Hesperax .
Thanks for getting back to me. I’m so happy to hear everything’s been going well. If you need anything else, please don’t hesitate to reach back out.
Best,