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Even if the refund status is success, the refund might still take some time before being received by the user.

How long it takes for the user to receive the fund depends on which payment channel is used to make the original payment. Alipay refunds to the original payment channel.

• If the user paid with Alipay account balance or Yu'e Bao, the refund is usually returned in real-time. The max time it takes will not be more than one working day.
• If the user paid with Alipay Huabei, the refund is usually returned in real-time. The user can check the record in the Huabei statement.
• If the user paid with a debit card, the refund can take 2-6 working days. The actual time is subject to the bank settlement time.
• If the user paid with a credit card, the refund can take 3-7 working days. The actual time is subject to the bank settlement time.

You can also instruct the user to call Alipay customer support (95188) for help.

如果您确定退款已经成功了，但用户坚称钱还没有到账，则用户是称款项尚未到达自己的支付渠道。支付宝会按照原路原退的规则退款，通常会在以下时间段内到达用户原始支付账户。

1. 以余额或余额宝支付：一般为实时退回，最长时间不会超过一个工作日。
2. 以支付宝花呗支付：一般为实时退款，退款记录会显示在花呗账单上。
3. 以银行借记卡支付：需要2-6个工作日才能退回至原付款银行卡，具体到账时间以银行结算为准。
4. 以银行信用卡支付：需要3-7个工作日才能退回至原付款银行卡，具体到账时间以银行结算为准。

或者请用户联系支付宝客服电话95188确认退款情况。