Refund not received: escalation Refund not received: escalation

Hi {{first_name}},

That's longer than it should take, sorry for the runaround.

I've opened a trace with our payment processor (case {{trace_id}}). They'll pull the transaction log and confirm where the funds landed. Expect an update within {{trace_window}} business days.

If they confirm it never reached your bank, we'll re-issue immediately.

I'll stay on this until it's resolved.

{{agent_name}}