If a refund is submitted not long after the original charge occurred, the refund may be processed as a reversal. This means that the original charge will drop off the bank statement as if it never occurred, and the bank account balance will adjust to credit that money back without a specific line item on the statement.

If you issued a refund and your customer is reporting they haven't seen it after 10 business days, ask them to look for the original charge on their bank statement. If they don't see the charge on their statement, it was reversed and the refund is complete.

If they still don't see a credit and see the original charge after 10 business days, they should reach out to their bank for more information.

For card refunds, you can provide them with ARNs or STANs to give their bank for tracing purposes.