How long does a refund take to reach the customer

Once you issue a refund, the money is out of your hands and the timing is controlled by the cardholder’s own bank. In general, customers should expect to see the credit within 5 to 14 days.

Why it varies

The refund goes from Scotiabank through the card scheme to the issuing bank, and each issuer posts credits on its own schedule. Cards issued outside the region often take longer than local ones. Debit card refunds are frequently slower than credit card refunds.

What to tell a customer who is chasing

Confirm the refund was issued and give them the date. If more than 14 days have passed, the customer should contact their own bank quoting that date, since the delay is on the issuing side rather than yours. You can confirm your end by checking the transaction in Merchant Admin or in the order notes in WooCommerce.

Setting the expectation up front, in your refund policy and in the confirmation email, prevents most of these enquiries.