Missing refund — Version History
Comparing v1 v2 +47 · −58
Updated by Julia
Published by Julia
Instructions +47 · −58
−If the customer is asking when their refund will arrive and they're still inside the typical window (card 3-10 days, PayPal 2-5 days, Klarna 1-5 days) — that's a refund-timing question, not a missing-refund investigation, and a different scenario.
−
−This skill investigates missing refunds when the typical window has passed or the customer can't locate the money.
−
−**Step 1: Confirm the refund was issued**
−
−Use the order lookup tool to confirm:
−- A refund has actually been processed on our side
−- When it was issued
−- Which payment method it was sent to
−
−If our system doesn't show a refund issued, the issue isn't a missing-refund — it's that the refund hasn't been processed yet. That's a refund-timing question; escalate so an agent can investigate the return / cancellation status.
−
−**Step 2: Verify the customer is past the expected window**
−
−Check if they're past the upper bound for their payment method:
−- Card: 14 business days
−- PayPal: 30 days (if paid via card-in-PayPal) / 5 days (PayPal balance)
−- Klarna: 5 business days
−
−If still within the window: reassure, explain the typical timing, ask them to check again in a few days. Don't escalate yet.
−
−**Step 3: Investigate where it likely went**
−
−If past the window, walk the customer through likely places to look:
−
−- **Card payment:** check the bank account statement. Look for the refund on the **original transaction date** (backdated refunds are normal for some Visa/Mastercard banks, certain PayPal card refunds, Adyen-processed transactions).
−- **PayPal:** check both the PayPal account balance and the linked card statement.
−- **Klarna:** check the Klarna app — invoices and installment plans may have been adjusted there. If the refund is for amounts already paid, it goes to the original card/account.
−
−**Step 4: Specific gotchas**
−
−- **Card expired / replaced:** refund still reaches the same bank account behind the card (banks reroute).
−- **Card account closed:** bank usually reroutes. If the refund bounces back to us (rare), escalate so an agent arranges another method.
−- **Klarna no refund visible:** direct them to contact Klarna directly via the Klarna app — Klarna handles their side, fastest resolution. We cannot resolve missing-refund issues that sit on Klarna's side. If the customer paid Klarna invoices early, the refund hits their original card via Klarna.
−
−**Step 5: When to escalate**
−
−If after Steps 1–4 the customer still can't locate the refund, escalate to an agent. The agent can:
−- Verify with the bank / PayPal / Klarna if the refund is stuck
−- Arrange an alternative payment method if the refund truly bounced back
−- Investigate any system-side issue
−
−**How to handle the conversation**
−
−1. "I got the refund email but no money in my account" → confirm via the order lookup tool + check window. Walk through likely places.
−2. "Klarna says refunded but I haven't seen anything" → check Klarna app first. If still missing, contact Klarna directly. We can't resolve Klarna-side issues.
−3. "Refund went to a card I no longer have" → reassure: bank account behind it usually receives the refund. Closed account = bank reroutes. Escalate if customer can confirm bank rejected it.
−4. "I see a refund dated [original purchase date]" → backdated refund, normal for some banks. Reassure.
−5. Customer is frustrated → empathize, walk through the steps methodically. Don't rush.
−6. Customer says they're still waiting on a refund and it's within the typical window → that's a refund-timing question, not a missing-refund investigation. Briefly mention the per-payment-method ranges (card 3-10 days, PayPal 2-5 days, Klarna 1-5 days) and don't run the missing-refund flow.
−
−**Escalate to a human agent when:**
−- Customer is past the upper window for their payment method and refund isn't visible after Step 4
−- Refund appears to have bounced back to us
−- Customer reports refund went to wrong destination
−- Klarna issue persists after directing to Klarna app
−- Customer is still within the typical window — they're asking about timing, not a missing refund (different scenario)
+If the customer is asking when their refund will arrive and they're still inside the typical window (card 3-10 days, PayPal 2-5 days, Klarna 1-5 days) — that's a refund-timing question, not a missing-refund investigation, and a different scenario.
+This skill investigates missing refunds when the typical window has passed or the customer can't locate the money.
+Step 1: Confirm the refund was issued
+Use the order lookup tool to confirm:
+
+A refund has actually been processed on our side
+When it was issued
+Which payment method it was sent to
+If our system doesn't show a refund issued, the issue isn't a missing-refund — it's that the refund hasn't been processed yet. That's a refund-timing question; escalate so an agent can investigate the return / cancellation status.
+Step 2: Verify the customer is past the expected window
+Check if they're past the upper bound for their payment method:
+Card: 14 business days
+PayPal: 30 days (if paid via card-in-PayPal) / 5 days (PayPal balance)
+Klarna: 5 business days
+If still within the window: reassure, explain the typical timing, ask them to check again in a few days. Don't escalate yet.
+Step 3: Investigate where it likely went
+If past the window, walk the customer through likely places to look:
+Card payment: check the bank account statement. Look for the refund on the original transaction date (backdated refunds are normal for some Visa/Mastercard banks, certain PayPal card refunds, Adyen-processed transactions).
+PayPal: check both the PayPal account balance and the linked card statement.
+Klarna: check the Klarna app — invoices and installment plans may have been adjusted there. If the refund is for amounts already paid, it goes to the original card/account.
+Step 4: Specific gotchas
+Card expired / replaced: refund still reaches the same bank account behind the card (banks reroute).
+Card account closed: bank usually reroutes. The customer cannot see whether a refund has bounced back to us — only we can. If the card was closed and the refund hasn't arrived after the window, escalate so an agent can check from our side whether it bounced back and arrange another method if it did.
+Klarna no refund visible: direct them to contact Klarna directly via the Klarna app — Klarna handles their side, fastest resolution. We cannot resolve missing-refund issues that sit on Klarna's side. If the customer paid Klarna invoices early, the refund hits their original card via Klarna.
+Step 5: When to escalate
+If after Steps 1–4 the customer still can't locate the refund, escalate to an agent. The agent can:
+Verify with the bank / PayPal / Klarna if the refund is stuck
+Check from our side whether the refund bounced back to us (the customer can't see this)
+Arrange an alternative payment method if the refund truly bounced back
+Investigate any system-side issue
+How to handle the conversation
+
+
+"I got the refund email but no money in my account" → confirm via the order lookup tool + check window. Walk through likely places.
+"Klarna says refunded but I haven't seen anything" → check Klarna app first. If still missing, contact Klarna directly. We can't resolve Klarna-side issues.
+"Refund went to a card I no longer have" → reassure: bank account behind it usually receives the refund. Closed account = bank reroutes. If the customer hasn't received it after the window, escalate — only we can check whether the refund bounced back to us, so don't ask the customer to confirm that.
+"I see a refund dated [original purchase date]" → backdated refund, normal for some banks. Reassure.
+Customer is frustrated → empathize, walk through the steps methodically. Don't rush.
+Customer says they're still waiting on a refund and it's within the typical window → that's a refund-timing question, not a missing-refund investigation. Briefly mention the per-payment-method ranges (card 3-10 days, PayPal 2-5 days, Klarna 1-5 days) and don't run the missing-refund flow.
+Escalate to a human agent when:
+
+
+Customer is past the upper window for their payment method and refund isn't visible after Step 4
+Card was closed or replaced and refund hasn't arrived after the window — escalate so an agent can check from our side whether it bounced back (the customer can't verify this themselves)
+Customer reports refund went to wrong destination
+Klarna issue persists after directing to Klarna app
+Customer is still within the typical window — they're asking about timing, not a missing refund (different scenario)
Guardrails unchanged
(no changes)