A new buyer says they haven't received a refund even though stripe says they did?

qchucka

A new buyer came to buy a figure at my store. They used a Mastercard prepaid card. Then they requested to cancel the order. They paid with stripe and they requested to cancel before I captured payment. So I canceled the order. Then later I made sure the payment was canceled with stripe and they state "This refund went through in the form of a reversal." But the customer claims that the money was not been refunded?! It's been over 4 days since I made sure the payment was canceled on Stripe.

Not really sure what to do at this point. Any suggestions on how to proceed? thank you!

misbi

I can take up to 7 days to appear on the customer's account. Send them a sceenshot from your end to reassure them.