Order cancelation and refund

[YaroPT]

Hello Linxdot team, 

Please explain what happened to your credit card processor because more than 6 weeks I am waiting for my refund and I always get the same excuse.

 

 

Thank you.

[Erik]

In essence, our Shopify Payments account is suspended by Shopify because they don't support crypto products on their platform. What this means for refunds, is that when our support team submits a refund, it goes to a "pending refund list" that then Shopify sees. Once they get it wrapped up on a bi-weekly basis, they send us an invoice which is then paid by Linxdot, and finally Shopify issues the refund. 

Typically when a processor is active and working it takes about 5-7 working days for it to clear. Currently, with the above arrangement of "hold, release" that we have with Shopify, it's taking anything between 4 and 8 weeks for a refund to be issued. We do, however, assure you that the refund will arrive if our team says it was issued from our end. As many customers can vouch that refunds do arrive - though typically those leave the community the moment they're done with us :). 

Orders paid via crypto are not affected - we issue those immediately if that is what you paid with. The same applies for eligible orders that paid via the current new card processor we use.

[madmax357]

Edited September 3, 2022 by madmax357