The first thing to do is check the payment type and when it was refunded...
Check if the payment that was refunded was refunded via Trybe Pay, if it is a manual payment type, then refunding in Trybe will only be a record and will not action anything
Check how long ago the refund was actioned - refunding via Trybe Pay should take between 3-5 working days for the refund to reach the customer
If it is Trybe pay and has been longer than 5 working days, you can then provide the ARN number to the customer so they can chase their bank on this.
You can find this number on the order itself or in the Transactions report export...
Via order:
Head to the Order > select the 'Payments' tab > here you will find the ARN number next to the refunded payment as shown in screenshot.
Via Transactions report:
Head to Reports > Transactions and add the appropriate filters to find the refund you are looking for. For example, select the transactions date as the date you refunded the payment > add filter > select 'Charge type' > select 'Refund' > add filter > select 'Processor' > select 'Trybe pay'. The refund you are looking for should then appear in the report. You can then export the report by selecting the 'Export' option.
In the export you will see in column U there is a column for ARN number. This is the number you can provide to the customer so they can check where the refund is with their bank by providing that exact ARN number.
