ChatShort reply
Refunds can only go to the card or account that paid for the order. We cannot send them anywhere else, which protects you if your details are ever misused.
Original payment method refund reply
Why the refund goes back the same way.
Explain the rule once, in plain words, and answer the question behind it: what happens if that card is gone.Updated · By Ziyad BasheerShort answer
Refunds normally go back to the payment method used at checkout, because sending them anywhere else invites fraud. When that card has expired or been replaced, the bank usually passes the refund on to the new card or account.The templates
Fills in from Shopify, with a fallbackYours to fill in
EmailCard expired
Subject: Your refund and your expired card
Hi customer.first_name,
Thanks for letting us know your card has changed. The refund for order.name can only be paid to the card you checked out with, even if it has since expired.
The good news is that your bank keeps the account linked, so a refund to an expired or replaced card usually reaches your new one. If nothing arrives within 10 business days of our confirmation, your bank can trace it with the refund reference we send you.
Internal noteBefore you reply
Refund method question on order.name. Payment status: order.financial_status. Never refund to a different card or account. If the customer asks for store credit instead, that is our call: your rule.
When to use
The customer asks where a refund will go, or wants it sent to a different card or account. Not when they ask when a refund will arrive.Aide picks a procedure from its When to use. Paste this into your procedure, then edit it for your store.
Only if
They ask where it goesYour refund method topic is detected, for instance “Refund my new card instead”.
Any order, any timeNo order condition: the rule is the same for every order.
Example conversation
Customer
My card from that order has expired. Can you refund #1077 to my new card instead?
Aide
Refunds can only go to the card or account that paid for the order. We cannot send them anywhere else, which protects you if your details are ever misused. If that card is closed, your bank will usually pass the refund to your new card, so it is worth a quick call to them.
Customer
Ah okay, I will check with my bank.
✓Answered from your refund policy
Frequently asked questions
Most will not. Refunding to a card other than the one charged is a common fraud pattern, so stores send refunds back the way the money came.
It usually still reaches the customer. The bank links the old card to the account and moves the money across; if not, the bank can trace it with the refund reference.
If your policy allows it. Store credit is issued by your team, so write the rule into the procedure and let a teammate decide.
Related templates
Refund confirmationThe refund is approved and issued.Email · Chat · Internal noteRefund after returnWhen the refund for a returned item arrives.Email · Chat · Internal noteGift returnSomeone who received a gift wants to return it.Email · Chat · Internal noteCancel orderConfirm a cancellation, or explain it already shipped.Email · Chat · Internal note
Send this with the order filled in
Aide fills in the Shopify order and tracking, then drafts or sends the reply, as you choose.