The refund is delayed by the merchant processor being shut down. If the customer is receptive to the offer, you may ship them a product for free to make up for the inconvenience.

Talk Track: My apologies. I have researched this matter and it appears that the product was purchased through one of our resellers that has recently shut down due to bankruptcy. Their bank account has been frozen by the bank while the matter is sorted out - this has resulted in a delay processing all refunds, including yours. Sorry again and thanks for your patience. I would be happy to ship you a free bottle of the product, no strings attached.