This guide gives retailer CS teams a quick-reference summary of common customer questions about Reshop refunds and returns — what's happening, and when to escalate to Reshop. For full self-service detail, direct customers (or your own team) to the linked article on Reshop's customer help centre, help.reshop.com.
To escalate any case flagged below, use Contact Support — submit a request through the Help Center and Reshop will respond within 1 business day. This channel is for retailer use only.
Customers should never be sent to the retailer escalation link above. Direct them instead to help.reshop.com/hc/en-us/requests/new to submit their own request.
Account Access & Setup
Customer can't access their Reshop account
Point them to Reshop's account access troubleshooting article below. Escalate urgent cases where the lockout is time-sensitive (e.g. the return window is about to close) via Contact Support.
Full details: “I'm having trouble accessing my Reshop account” — help.reshop.com
Refund Eligibility & Approval
My refund was denied
Point the customer to the article below for the likely reasons. Offer standard return processing as an alternative when an instant refund isn't available.
Full details: “Why was my Reshop refund not approved?” — help.reshop.com
My order never arrived — can I still use Reshop?
No. Reshop refunds require the customer to return a physical item they received, within 7 days of the refund being issued. An order that never arrived is a lost-package claim, not a Reshop case — route it through your standard carrier/shipping claims process instead.
I paid with Buy Now, Pay Later (BNPL) — does Reshop work with that?
Yes — Reshop accepts returns on purchases made via Affirm, Klarna, Afterpay, ShopPay and PayPal Pay in 4. Refunds default back to the original BNPL provider, updating, reducing, or closing out the installment plan. Customers who choose a different refund method (card or bank account) remain responsible for any remaining BNPL payments with their provider — worth flagging to avoid a follow-up.
Full details: “I made my purchase using Buy Now, Pay Later (BNPL), can I use Reshop?” — help.reshop.com
Returns & Shipping
Customer can't find their shipping label or QR Code
Have them check the return confirmation email or the Reshop app first.
Full details: “Where can I find my shipping label or QR code?” — help.reshop.com
Customer can't find their tracking number
Full details: “Where can I find my shipping tracking number?” — help.reshop.com
Tracking shows no updates
Some delay is normal: allow 24–48 hours for the initial scan, and 2–5 day gaps are common during transit. This is a retailer-judgment case rather than a linked self-service topic — if it turns out the package is genuinely lost, see the link below.
Escalate if: the return window is closing without movement, the carrier confirms the package is lost, or 7+ days pass with zero updates.
Item was lost in transit
Once shipped, the carrier and retailer manage tracking and delivery — direct the customer to contact the retailer directly.
Full details: “My item(s) have been lost in the post” — help.reshop.com
Item was opened, used, or damaged — will it still be refunded?
Refer the customer to the retailer's own return policy; Reshop doesn't set condition standards.
Full details: “What if I've opened or used the items or they are damaged?” — help.reshop.com
Refund Processing & Status
My refund hasn't arrived yet
Exact timelines by refund method are maintained in the linked article below.
Full details: “How long will my refund take?” — help.reshop.com
For bank-account-specific issues:
Full details: “I haven't received my refund in my bank account” — help.reshop.com
Escalation triggers:
| Refund method | Escalate if |
|---|---|
| Original Form of Payment (OFP) | Absent after 10 business days with no pending status, a closed card shows no bank record, Shopify confirms processing but the bank reports non-receipt, or a technical error occurs. |
| Reshop Card, debit card, credit card, or bank account | Not received within the timeframe shown in the linked article, or the refund shows a failed/errored status. |
Can I cancel my refund?
Cancellation options depend on refund method and whether the item has shipped — point the customer to the article below rather than talking them through it manually.
Full details: “Can I cancel my Reshop refund?” — help.reshop.com
| Situation | Action |
|---|---|
| Item already shipped, but customer wants to keep it and cancel | Escalate — cannot self-serve once shipped. |
| Customer can't cancel despite not having shipped | Escalate. |
| Customer was charged an incorrect amount | Escalate. |
My refund expired or went unclaimed
Customers who missed the claim window can still return the item and receive a refund through your standard retailer return process
Full details: “What happens if I don't claim my refund?” — help.reshop.com
Refund Options & Payment
For a full overview of every refund method Reshop supports, see the article below.
Full details: “What refund options does Reshop offer?” — help.reshop.com
Customer can't find their Reshop Card balance
Full details: “Where can I find my Reshop Card balance?” — help.reshop.com
Escalate if: the balance doesn't appear after 24 hours, or shows an incorrect amount.
How does a customer access their Reshop Card?
Full details: “How do I access my Reshop Card?” — help.reshop.com
Escalate if: the card doesn't appear after the refund is issued, or card details won't load.
Why was the customer charged for a refund they already received?
This happens when the customer cancelled the refund to keep the item, didn't return it within 7 days, or the returned item was never received.
Full details: “Why am I being charged for my Refund?” — help.reshop.com
Escalate if: the customer believes they returned on time but was still charged, the charge amount looks wrong, or the customer believes it's an error.