Learn how to handle cases where a customer says they have not received their refund. You can quickly verify the refund status in the Merchant panel and confirm if the payment was processed successfully. If the refund is completed but the customer still cannot locate it, you can guide them to clear instructions on how to track it.
-
Check the refund status in the Merchant panel
Sign in to the Merchant panel and verify that the refund was made for the payment and that it appears as successful. -
Guide the customer to refund instructions
If the refund is shown as successful in the Merchant panel but the customer still cannot locate it, share this article with them: Can’t find your refund? Here’s what to do