This section contains retailer-specific information not fully covered in customer help center
What is OFP?
Customers who paid with credit/debit card receive their Reshop refund back to their original payment method instead of another debit card, credit card, bank account or Reshop Card.
How it works:
- Refund processed instantly through Shopify rails
- Appears on customer's Shopify order timeline (not just in Reshop)
- Takes 3-5 business days to appear on card statement (sometimes up to 10 days)
- This is automatic for credit/debit card purchases
What to tell customers:
"Your Reshop refund was processed back to your original payment method (the card you used for purchase). The refund was processed instantly through our Shopify system, but typically takes 3-5 business days to appear on your card statement."
Common OFP questions:
"It's been 5 days and I don't see it on my statement"
→ "Some banks take 7-10 business days to post refunds. Check with your bank for pending refunds. The refund was successfully processed on [date]."
"I cancelled that credit card - where did my refund go?"
→ "Even if the card is closed, refunds typically still process to the closed account and your bank will handle it (either applying to any remaining balance or issuing a check). Contact your card issuer to confirm. If you need assistance, I can escalate to Reshop support."
When to escalate OFP issues:
⚠️ Refund not on statement after 10 business days AND bank shows no pending refund
⚠️ Customer's card was closed/cancelled and bank can't locate refund
⚠️ Shopify shows processed but customer's bank denies receiving it
⚠️ System error or technical issue with refund processing