How to confirm a customer's refund processed correctly?

TO3
Tourist
3 0 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?

Replies 5 (5)

Victor
Shopify Staff
2455 226 523

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?

Victor | Social Care @ Shopify 
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TO3
Tourist
3 0 1

Victor - It is a payment gateway enabled on the store

 

Thanks

Mary Lynne

Victor
Shopify Staff
2455 226 523

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.

Victor | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

TO3
Tourist
3 0 1

Victor:

Thank you for your help

Mary Lynne

Victor
Shopify Staff
2455 226 523

You're welcome Mary Lynne.

Victor | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog