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Customer Chasing Refund Update from Support

A customer pushes for a missing refund — from patient inquiry to escalation and a coupon resolution. Edit this support WhatsApp chat and export free.

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Friend
Friend
videophone
12 June 2026
Hi, I ordered a skincare serum from your site on June 2nd and requested a refund on June 4th because the bottle arrived leaking. It's been 5 business days and nothing has posted to my credit card yet10:15
Hi! I'm sorry to hear about the leaking bottle. Let me look into your refund status. Could you share your order number?10:16read
Order #SK-20260602-884110:18
Thank you. I can see your refund was approved on June 4th and is currently in "Processing" status10:19read
Yes I can see that too. What I want to know is when the money is actually hitting my card10:20
Refunds typically take 5-7 business days to appear on your statement once approved. You're within the normal window right now10:22read
It's been 5 business days already. So I could be waiting 2 more days with zero updates?10:23
I understand the wait is frustrating. Most refunds post by day 5 or 6. I'd recommend checking again tomorrow10:24read
I'd rather not "check again tomorrow." Can you look into why it's still processing after 5 days?10:25
Of course. Let me pull up the transaction details. One moment please10:27read
12 June 2026
Thanks for waiting. I can see the refund was submitted to our payment processor (Stripe) on June 4th but there's a processor delay on their end. It hasn't been released to your bank yet10:28read
So it's stuck at Stripe? Can you contact them?10:30
I've flagged it in our system but unfortunately we can't directly speed up Stripe's processing10:33read
That's not really acceptable. I didn't choose Stripe, your store did. The delay is between you and your payment provider, and I'm the one waiting10:34
You're right, and I apologize. Let me escalate this to our support lead who has direct contact with our Stripe account manager10:37read
Yes please escalate. And I'd appreciate a real timeline, not "5-7 business days"10:39
12 June 2026
Good news. Our support lead looked into it and found the refund got flagged in Stripe's risk review queue — sometimes happens with amounts over $50. She's re-initiated a fresh refund on our end which bypasses the hold10:41read
Ok, and how long will this new one take?10:41
Credit card refunds typically take 3-5 business days from the new initiation. But if you'd used PayPal it usually posts within 24 hours10:45read
Wish someone had told me that 5 days ago instead of just telling me to wait10:45
That's completely fair. As a goodwill gesture, I'd like to offer you a 15% off coupon for your next order. The code is WELCOME1510:50read
I appreciate the coupon. Can you confirm the new refund amount and date?10:54
Absolutely. Refund of $89.00 re-initiated today, June 12th. Expected to post to your Visa ending in 4821 by June 17th at the latest10:55read
What if it doesn't post by the 17th?10:56
You can reply directly to this chat and ask for me — my name's Taylor. I'll personally follow up until it's resolved10:58read
Alright Taylor, I'm holding you to that. Thanks for actually fixing it instead of giving me more scripts11:02
Absolutely. And I'll send you a status update by end of day Friday either way so you're not left guessing11:03read
That's all I ask. Appreciate the help11:04
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