The first thing to do will be to check your merchant account, to ensure the refund has processed successfully on your end. Locate the customer's order via the merchant dashboard and click on the order.
From here, you will be able to see if the refund has processed successfully. If this hasn't processed, please process a refund as normal, to the value you're needing to refund.
If the order is showing as refunded successfully via your merchant dashboard, then there may be an issue with the customer's bank card, bank account, or something else. Please be assured that as this has refunded successfully on your merchant account, that there is no further action required from you. Here are some things you can advise your customer to help troubleshoot:
- A partial refund was issued, and the customer's owing balance exceeded the refund amount (we have waived their unpaid balance to the value of the refund). In the end, the total amount they will be paying for the the order is the original order total minus the refund amount.
- Bank processing times for refunds are typically between 3-5 business days, though can take 10+ days in rare circumstances. If the customer has not received these funds after 10 days, it is best to advise them to contact their bank to trace these funds.
- The bank account associated with the card used to make payments has been closed. If this is the case, our accounts team are happy to look into this, and transfer bounced refunds to the customer's bank account directly.
In addition to this, our Customer Support team are happy to help the customer directly with any and all refund queries, and will investigate any missing refunds accordingly. Customers can reach out to our team via email@example.com