Why is a refund not showing on a customer's bank statement?

When will my customer see their refund?

Once you initiate a refund, Stripe submits the request to your customer’s bank or card issuer. In most cases, the refund appears as a credit on the customer’s account within 5–10 business days, depending on the bank.

Why isn’t the refund visible yet?

There are a few reasons a refund may not immediately appear on a customer’s statement. The most common reason is that refunds issued shortly after the original charge are often processed as a reversal rather than a separate refund.

When a reversal occurs:

• The original charge is removed from the customer’s statement

• No separate credit line appears

As a result, the customer may not see any refund activity, only that the original charge has disappeared.

How to check the refund status in Stripe

1. Log in to your Stripe Dashboard

2. Go to Payments

3. Apply the Refunded filter

4. Click on the refunded payment to view more details

In the Timeline, select View details to see how the refund was processed.

If the refund was completed as a reversal, neither the original charge nor the refund will appear on the customer’s bank statement. 

What happens if a refund fails?

In rare cases, a refund may fail if the customer’s bank or card issuer is unable to process it correctly. If this happens:

• The bank returns the refunded amount to Stripe

• The funds are added back to your Stripe account balance

This process can take up to 30 days from the date the refund was requested.