Hello all, need your advice.
Have processed a refund on the beginning of January and a notification said will be processed on the pay-out day on the sixth January,
was aware that not payments will be transferred on pay-out day and the fund will be taken from my account after the pay-out day… instead nothing
Now tomorrow 10 days are passed since, and the refund still show as pending while the the order is marked as archived and importantly i contacted my bank and said that there are not pending refund on my account.
Contacted twice the customer service (chat) and the representative apart reading all term & condition and reminding me that their t&c said refunds would take up to 10 days which we are now expiring.
any suggestions or someone had a similar experience?
Hi @Antonello
That’s definitely frustrating, especially when customer support just keeps repeating the same thing without offering real help. Based on what you’re saying, the refund should have already gone through by now, so here’s what I’d do:
1. Check Your Shopify Payments Dashboard Again- Go to Settings > Payments > Shopify Payments and open the Payouts section.
- Look for the refund transaction under “Payouts” and see if it has any errors or status updates.
2. Verify the Refund Status on Your Order Page- Open the refunded order in Shopify.
- If it still says “Pending” under Payment status, Shopify might not have processed it yet.
- If it says “Refunded”, but the bank hasn’t received it, then Shopify has released it, but your payment processor (like Stripe or PayPal) may be holding it.
3. Contact Your Payment Provider Directly
If your bank says there’s no pending transaction, the refund might still be sitting with Shopify’s payment processor. If you processed the refund via Shopify Payments, contact Shopify Support and request an escalation—sometimes refunds get stuck on their end, and a manual push is needed.
If the refund was through a third-party gateway (e.g., PayPal, Stripe, etc.), check with them instead. You might need to provide a transaction ID to track it.
4. Request a Manual Refund Confirmation from Shopify
Since it’s been over 10 days, Shopify should be able to manually check if the refund is stuck. When you contact support again, specifically request:
- A confirmation of whether Shopify actually sent the refund.
- A payment trace (they should be able to confirm where the money is).
- If needed, an official dispute to push the refund through.
It’s annoying that Shopify doesn’t give better visibility on these things, but if it’s still stuck after these steps, Shopify should be the one to step in and manually resolve it.
Let me know if anything changes or if you need more help!
Best regards,
Daisy
Hi Daisy
thank you for replying , interestingly the payment has been finally transferred just yesterday (which is exactly 1 months after i contacted Shopify support) but as your advice is spot on and hope will help other people in similar scenario i share what happened.
In my case after 10 days with pay-out marked “pending” without status change, the case was escalated and my case was passed on to someone in the billing team whom after few lengthy test for what could be the issue (and very long wait for some changes in pay-out status) she noticed the ability to debit my connected bank account was 'off".
As you described she contacted the external payment provider to turn this on and after roughly a week the pay-out day status has changed with a date for the withdrawal and finally the payment has been debited from my account on that pay-out day to refund the customer.
i found that although support was always polite it is unacceptable how slow is the process, 1 full month to finally fix a technical issue show a total lack of urgency and care for the business we run… Customer support can easily be the downfall of Shopify if they don’t go back on more acceptable level of support.