How long should I tell a customer a refund takes?

Give a range in business days plus a date to check. Card refunds are usually visible within five to ten business days after you submit them, and bank transfers can take longer, so the honest answer names both the range and the day the customer should come back. Never say "as soon as possible", because it transfers your uncertainty to the person waiting.

Name the payment method in the answer, because the clock differs by rail: store credit can be immediate, card refunds usually take five to ten business days, and bank transfers can take longer because two banks are involved. If the customer comes back after your check date, do not issue a fresh estimate. Give the acquirer reference printed on the refund receipt and say what you will do with it, which turns a stalled refund into a trace with a number attached.

Refund and Return Requests in English: A Service Desk Script →