All returns or refunds must be processed through the marketplace. Updating your Shopify store will not initiate the refund; it serves for advisory purposes only.
Refunds can remain pending for 24-48 hours, depending on the processing time required by different credit card companies, as some take longer than others.
If the refund remains pending for more than 48 hours, it may be stuck on the marketplace side. This can occur if the refund is triggered before the order is fulfilled, which might mean the customer has not been charged yet.
You can proceed to cancel the order in your marketplace to try and resolve this issue.
For further assistance, please reach out to marketplace-connect@shopify.com