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Why haven't I received my refund from a Shopify merchant?

ARJ2
Visitor
2 0 0

Hello - I purchased a product from one of your merchants.  The product was unavailable and they advised the transaction had been refunded and sent screenshots of your app as proof.  My bank has no record of the refund being processed and the merchant is referring me to you and advised the problem is with Shopify.  It is over a month since the order was allegedly refunded with no payment back to my bank account.  Can you please advise how I can get assistance?  The merchant refers me to you and the bank refers me to the merchant who refers me to you advising that the refund processing issue is with Shopify.

 

Thanks

 

Accepted Solution (1)

Blair
Shopify Staff
1855 253 224

This is an accepted solution.

Hi @ARJ2,

 

Thank you for reaching out to the Community. 

 

I definitely understand where you're coming from regarding an order that you placed online and would be happy to share some insight on how we can help. 

 

As Shopify is a platform used by many merchants to sell online, we are unable to manage day-to-day operations or intervene in the order process. If however, you placed an order online, I'd encourage you to check out our Order FAQ Page for more information on how to proceed. 

 

If more than 4 weeks have passed and you still have not received your order, we recommend contacting your bank for steps on how to proceed. This will ensure that the appropriate guidance can be given as well as the next steps on how to retrieve funds to get this resolved. 

 

Please let me know if you have any other concerns. 

Blair | 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

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Replies 3 (3)

Blair
Shopify Staff
1855 253 224

This is an accepted solution.

Hi @ARJ2,

 

Thank you for reaching out to the Community. 

 

I definitely understand where you're coming from regarding an order that you placed online and would be happy to share some insight on how we can help. 

 

As Shopify is a platform used by many merchants to sell online, we are unable to manage day-to-day operations or intervene in the order process. If however, you placed an order online, I'd encourage you to check out our Order FAQ Page for more information on how to proceed. 

 

If more than 4 weeks have passed and you still have not received your order, we recommend contacting your bank for steps on how to proceed. This will ensure that the appropriate guidance can be given as well as the next steps on how to retrieve funds to get this resolved. 

 

Please let me know if you have any other concerns. 

Blair | 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

ARJ2
Visitor
2 0 0

Hello Blair,

 

Thank you for the response.  The problem still persists and my bank is stating that no refund has been processed and the merchant using your platform is sending me screenshots of your app saying that the refund has been processed by Shopify and I need to contact you.  If the merchant does not have the funds and the bank does not have the funds then can you please outline how the refund process from a merchant to the bank is processed so I can trace the funds.  Both parties are saying this is a Shopify issue so would appreciate your assistance.  

 

 

Thank you

Blair
Shopify Staff
1855 253 224

Hi @ARJ2,

 

Thanks for the prompt response and sharing those additional details. 

 

If the shop you've purchased from has advised that a refund was completed, they may be able to share an Acquirer Reference Number (ARN) with you. This will then allow you to bring that number to your bank and/or credit card provider for further investigation.

 

With that being said, businesses are independently run and Shopify does not oversee any order management, fulfilment, or shipping operations. To learn more about this, you can check out our Order FAQ Page for more information. The best thing you can do is continue working with the shop that you've purchased from to ensure that refund is received. 

 

Please let me know if you have any other questions or concerns. 

Blair | 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