Check the status of the transaction in the Customer Area. From your Merchant account, go to Transactions > 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 external acquirer confirms 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.|
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It is possible the shopper’s bank account is no longer valid.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.
For E-commerce credit card payments for Visa and MC, you can download a ‘Refund Letter’ from the Adyen Customer Area and send this to the shopper.
The shopper should contact their bank, who can use the ARN or Refund Letter to track the refund.
To find the ARN number, go to the Customer Area > Transactions > Payments > [PSP Reference] > ARN Number: [ARN Number].