Issuing refunds for your meetings

As a peer supporter, you may occasionally need to issue a refund to someone who registered for your meeting. This article explains when refunds are allowed, where to find the refund option, and how to complete the process quickly and accurately.

You can issue a refund when the transaction is in either Pending or Available status. These are the only stages where the refund option is accessible through your Transaction History page. If you're unsure how to check a transaction’s status, see the article View, Export, and Withdraw Your Meeting Earnings for guidance.

NOTE: Once you’ve withdrawn the funds, the online refund option disappears because the earnings have already been transferred to your bank account. If you still need to issue a refund after withdrawal, please contact Customer Care at [email protected] or submit a support ticket for assistance.

Refunds can be issued on the Transaction History page. To go there, click on your profile picture or initials circle in the top menu bar. Select Transaction History from the drop-down menu.

Your transaction history displays aggregated earnings by meeting, so you will need to know which meeting total contains the transaction(s) you wish to refund.

If it is before the meeting start time or less than 48 hours after the meeting start time, the meeting should be listed under the Pending tab.

Once you've located the meeting for which the transaction took place, click View Details for that meeting record.

The transactions from the meeting will be displayed. Find the transaction to be refunded and click the Refund button.

The transaction list changes, showing the original transaction and a corresponding refund entry beneath it.

The member should see the refund on their credit card statement within 3 to 5 business days.

• Confirm the transaction status first. Refunds can only be issued online while the transaction is in Pending or Available status.
• Act promptly. If a refund is needed, initiate it as soon as possible, especially before funds are withdrawn.
• Communicate clearly. If appropriate, let the registrant know when the refund has been processed and when they can expect to see it on their statement (typically 3–5 business days).
• Use Customer Care when needed. If the transaction is no longer eligible for an online refund, contact [email protected] or submit a ticket for help.
• Document the reason. Keep a brief note for your own records about why the refund was issued, especially if it relates to a missed meeting or technical issue.