If a customer is expecting a refund but says they haven’t received it, follow these steps:
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Check the refund status in the Merchant panel
Log in to the Merchant panel and make sure the refund was made for the payment and that it appears as successful. -
Guide the customer on how locate the refund
If the refund is visible in the Merchant panel but the customer still can’t find it, direct them to this article:
➡️ Can’t find your refund? Here’s what to do