How can I check if a refund has been received by the shopper?

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Do you have the right user role?

Please check whether you have the following user role:

  • View payments

If you don't have the required user role, please reach out to your admin.

Check a refund status

  1. Log in to your Customer Area.
  2. Go to Transactions > Payments.
  3. In the Search box, enter the original PSP reference, and then go to Payment Lifecycle to see the latest status.

Refund statuses

  • Refunded: The funds returned to the customer's bank.
  • RefundedExternally: The external acquirer confirms the funds returned to the customer's bank.
  • RefundedBulk: The refund was processed successfully and the funds are with the shopper.
  • SentForRefund:The request to refund the payment back to the shopper has been sent to the financial institution.
  • RefundReversed: The customer didn’t receive the funds. The funds returned to Adyen and are back in your account. The customer's bank account may no longer be valid.
  • RefundFailed: The customer didn’t receive the funds. An issue took place, and the funds are still in your account.

Note: The RefundedAcquirer and RefundedBulk are equivalent to 'Refunded'.

Note: Customers can track their refunds with the Acquirer Reference Number (ARN), for most credit card transactions. If a customer can’t see their refund, ask them to contact their bank and have their ARN or refund letter ready.

Tip: You can download and send a refund letter to your shopper (for Visa and Mastercard ecommerce credit cards).

Let's practice

Learn more on this topic and practice what you’ve learned.

Go to your Customer Area
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