Refund not going through

Hi there @hawk2020 ??

Thanks for reaching out to Woo Support!

It shows up as refunded on the 18/01 but the customer hasn’t received it yet

From what I gather, a refund was made to a customer on 18/01 and the customer doesn’t see the refund. February 1 (today) is 10 business days after, by my count.

Refunds are processed immediately. However, depending on the customer’s bank, it can take anywhere from 5 to 10 business days before they get their money back in their account.

If your customer doesn’t see the refund after 10 business days?and?the original charge is still visible on their bank statement, they should contact their bank for more information.

Related documentation can be found linked here, for your convenience.

With regard to reaching out via ticket, feel free to do so via the link available here.

Just to note, it might help to be logged into your account first, via this link.

I hope this is helpful! Please let us know if you have any further questions or concerns.
We will be happy to help you further.

Hi,

Thanks for getting back to me.

I issued a refund on the 17^th January and according to the timeline it says 17^th January it was successfully refunded and was deducted from your Jan 24 deposit.

So, is it 10 working days from the 17^th or the 24^th ?

Thank you for your help,

AJ

Hey, @hawk2020!

It is 10 business days from the first date, in this case, Jan 17.

Do you mind sharing when did the customer make the order?

If a refund is sent within a few hours of the original charge, the refund might be processed as a “reversal.” What this means is that the original charge will simply disappear from the customer’s statement, and a separate credit is not issued.

Thus, if you refund a customer soon after they ordered, but they never see the amount added back to their statement, you can simply ask them to review their statement?for the original charge. It should be gone, as if they never transacted with you at all.

If they were actually charged, please have them contact their bank/credit card to see what is going on.

I hope this was clarifying.

If you face any issues or have any questions, please let us know so we can assist you further.

Have a wonderful day!

That can be the case as the refund was made within an hour as far as I can see.

I’m going to ask the customer to confirm it wasn’t taken out of his account at all.

Thank you for your help and I’ll keep you updated.

AJ

Hi @hawk2020,

This sounds like a great idea. Please reach out to the customer and let us know how it goes.

Thanks.