A shopper says they did not receive a refund. How can I check this?

Check the status of the transaction in the Customer Area. From your Merchant account, click Payments > [PSP Reference]

Then, go to the History section. If the most recent status is: 

Refunded The funds were returned to the shopper's bank.
RefundedExternally The funds were returned to the shopper's bank.
RefundedBulk The funds were returned to the shopper's bank.
SentForRefund The refund is still being processed. The funds are still in your account.
RefundedReversed

The customer did not receive the funds. The funds were returned to Adyen, and are back in your account.

It is possible the shopper’s bank account is no longer valid. 

RefundFailed The customer did not receive the funds. An issue occurred and the funds are still in your account.

 

Note: For most credit card transactions, the shopper can also track the refund using the Acquirer Reference Number (ARN). This is a unique number assigned to the transaction by the merchant's bank. 

The shopper should contact their bank, who can use the ARN to track the refund.

To find the ARN number, go to the Customer Area, Payments > [PSP Reference] > ARN Number: [ARN Number]

For more information contact Support. Submit a request

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