Hi
Lara,
We understand your concern and would like to clarify this point.
For payments made via Shop Pay, an ARN (Acquirer Reference Number) is not generated or available. This type of reference only exists for certain direct card transactions processed through banking networks (Visa/Mastercard), and unfortunately it does not apply in this case.
As previously mentioned, the refund has already been successfully processed on our side to the original payment method. Since Shop Pay acts as the payment intermediary, we do not have access to any additional tracking reference such as an ARN.
At this stage, we kindly ask you to contact Shop Pay, as they are the only ones who can locate the refund within their system.
We can see that the payment was made via Shop Pay. You may contact the platform directly using the refund authorization number.
Unfortunately, we are unable to issue a new refund, as it has already been completed from our side.
If you receive any communication from Shop Pay stating that they do not have your refund, please send it to us so we can review it.
We remainat your disposal for any further information.
Alicia PardoAtención al cliente
WhatsApp: +34 622 13 63 43
matchaandco.comC/ Ticia 32, Barcelona, Spain
