How to confirm a customer's refund processed correctly?

Payments + Shipping & Fulfilment
1

Hi - I have a customer who is stating they did not receive the refund I processed through Shopify. This is the onscreen information I received showing it was successfully processed. What are my next steps to confirm that there is nothing wrong with the refund? Where do I go next? Thank you #newbie

Order #242XXX

Refunded by XXXXXXXXX

Message Refunded 80.56 from manual gateway

Amount $80.56

Refunded items

  • 1 × PRODUCT INFORMATION
  • Shipping ($10.00 of $10.00)

Gateway Status success

Type refund

Payment ID #242xxx.2

Created Jul 20, 2023, 3:53 pm

Refund reason Unfilled

***Is there a time limit on how long the cc company will process the refund request through? I’m wondering if the issue is the CC company rejected it as too long ago but Shopify doesn’t have that feedback loop?

2

Hi @TO3 ,

How was the order paid for? The details you have shared indicated it was by a manual payment. Is this the case or was the order processed via a payment gateway you have enabled on your store?

3

Victor - It is a payment gateway enabled on the store

Thanks

Mary Lynne

4

Hi @TO3 ,

Okay, thank you. If this was order was processed via Shopify Payments, please contact our support team about this and we can investigate in more detail whether or not this refund was successfully paid out to the customer’s bank. If you use a third-party payment gateway instead, please contact the gateway directly about this and they should be able to look into this for you.

5

Victor:

Thank you for your help

Mary Lynne

6

You’re welcome Mary Lynne.