Refunds Question

[edmarpetit]

Hello, I have a customer who says he has not received his refund but on our end, the refund reflects as processed. Its been almost a week. Is there a way to see the status of a refund? To see if it's reached the customer's account? How long should a refund take?

[ehavens · Accepted solution]

Is the refund an electronic refund for a credit card or an ACH payment?  If so, you might want to reach out to your credit card processor ask about the status of the refund.  there should be a reference id on the refund that you can provide the processor to help them locate the right transaction.  Generally i'd say it could take up to a week, but it will vary by merchant.

We use FIS/Worldpay/Vantiv (many name changes) as our processor so that is who i would reach out to for a refund status.

If the refund is an external refund for a check, then it would be up to your internal process to write the customer a check for the refund amount and send that to the customer.

Hope this helps.

[edmarpetit]

EXTREMELY HELPFUL THANK YOU!

[ehavens]

Glad to help!  If you want to mark my response as the Solution, it'll help others who find this post in the future.