What should I do if my shopper says they didn’t receive a refund?
What to do if a shopper can’t see their refund
It’s a good idea to first check if a shopper received their refund. Remember that a refund is successful when it receives one of the following statutes: RefundScheduled, Refunded, RefundedExternally, or RefundedBulk.
- If a shopper reaches out with questions for a refund, send them the refund letter as proof they were refunded.
- If a shopper still claims they weren’t refunded, ask them to provide you with a signed statement from their bank indicating they didn’t receive a refund, and then reach out to Support.
Tip: Refund letters are available for payments made via Adyen Acquiring, Visa, or Mastercard. Find your refund letters.
Note: If you try refunding a shopper to a closed bank account, the refund will be reversed. It’s possible the funds stay with the bank. In that case, the shopper should reach out to their bank.
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