Return not being paid out

Payments + Shipping & Fulfilment
1

Hello,

I have a confirmed return since 20 days ago, but I still haven’t received any money. What could have happened? How do I get my money back?

Sincerely

2

Hi,

Thanks for reaching out. If it’s been 20 days since the return was confirmed, a few things could have happened:

  1. **Refund processing time:
    **

    • After a return is confirmed, the refund usually takes 5–10 business days to appear on the customer’s card, depending on the bank.

  2. **Payment method delays:
    **

    • Some banks or card providers can take longer, especially for international transactions.

  3. **Check with the store / payment provider:
    **

    • Ask the store to confirm that the refund was fully processed in Shopify or their payment gateway.

:white_check_mark: Action you can take:

  • Contact the store and request the refund transaction ID or confirmation.

  • If it’s confirmed but still not received, check with your bank or card provider.

Usually, the issue is just a delay with the payment provider.

3

I have contacted the shop and asked for a transaction ID or confirmation but they claimed they can’t see that.

Now (after 20 days) they are claiming that they cannot access the shop as they are blocked or something like that?

4

Hi,

It sounds like the store is having access or account issues on their side. Unfortunately, without the store being able to confirm or process the refund, the payment can’t be released to you.

Here’s what you can do:

  1. **Contact your bank or card provider:
    **

    • Explain the situation and provide any proof of the return/communication with the store.

    • They may be able to open a dispute or reverse the charge if the merchant is unresponsive.

  2. **Keep all evidence:
    **

    • Emails, return confirmation, and communication logs will help your bank process the case.

  3. **Shopify support (optional):
    **

    • You can also contact Shopify directly to report that the merchant is inaccessible and the refund hasn’t been issued. They may be able to provide guidance.

At this stage, your bank or card provider is the main path to get the money back.

Best regards,

Sinh Developer, from Tipo

5

They did “confirm” it 20 days ago (7th of august), and I received a mail from shopify systems that confirmed this. I haven’t gotten any more information though.

I have contacted my bank but they need a transaction id to find the transaction (if it exists).

How do I contact shopify support?

Sincerely,

6

So, how do I contact shopify support?