Hi,
What do it mean if i sent a refund to a customer and their bank said refund for $0 but i know i sent the total amount to a card? What would i need to do in this case?
Hi there, @acuteness00 .
In this case you will have to provide an ARN for the bank to investigate where this refund is - ARNs or Acquirer Reference Numbers are a unique number that tags a credit card transaction when it goes from the merchant’s bank (“acquirer” - in this case, Shopify Payments) to the cardholder’s bank (“issuer” of the Visa or Mastercard). This number can be used by issuing banks to trace a transaction with the acquirer.
ARNs are now displayed on the order timeline for Visa and Mastercard transactions. To find it, navigate to the order the refund was processed on and scroll down to the timeline. The ARN will be visible under the line with the refund details, as shown in the screenshot below:
Once you find this ARN and give it to the customer, they can then reach out to their bank who can reassure them that the money is where it is supposed to be. I trust this helps, thank you!
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It shows,
The amount was refunded using a Visa and after
refund will be deducted from your…Date
This was on the same day ; The bank show a $0 refund . Do this mean the customer will have to wait a few days for the amount to show in there bank?
I couldn’t say for certain as I have no access to the accounts here, but if you have the ARN as I outlined above - the customer’s bank can then confirm this with the customer for sure. The bank will have access to this information. Thank you!