Billing refund model reference

This page describes how refunds work in MapleGather, including the 4-way void matrix, partial refund options, the default refund window, and what happens after a refund is issued.

To process a refund, see Process a refund. To request a refund as a member, see Request a refund as a member.

Refund types

Refund type	What it does
Full refund	Refunds the entire original payment amount to the member’s card. The invoice status changes to Refunded. A refund receipt fires to the member automatically.
Partial refund (by line item)	Refunds one or more specific line items from the original invoice. The invoice status changes to Partially refunded.
Partial refund (custom amount)	Refunds a specific dollar amount you choose. The amount cannot exceed the payment’s refundable balance.

The 4-way void matrix

The void matrix is available from the payment detail page for payments linked to an event registration or a paid invoice. It combines actions that would otherwise require multiple steps.

Option	Invoice	Payment	Registration
Void & Refund	Voided	Refunded	Cancelled
Refund only (keep registration)	Not voided	Refunded	Stays active
Cancel without refund	Not voided	Not refunded	Cancelled
Void unpaid	Voided	N/A (no payment)	Cancelled if linked

Refund window

By default, members can request a refund within 30 days of the payment date. Your org can configure this to 0, 10, 30, 60, 90 days, or no limit. After the window closes, the member-facing Request refund button is disabled with a message to contact the org. Admins can still issue refunds outside the window from the payment detail page.

What happens to the subscription after a refund

If the refunded payment is linked to an active subscription, MapleGather prompts you to cancel the subscription at the same time. The default is to cancel it — this prevents “ghost” subscriptions where the member has been refunded but their subscription continues to charge.

Undoing a refund (within 48 hours)

You can reverse a refund within 48 hours from the Unified Undo panel. Because Stripe cannot simply “un-refund” a payment, reversing a refund creates a new charge to the member’s stored card for the same amount. Before the charge runs, you’ll see an explicit confirmation showing the exact amount and the card being charged. The member sees the new charge in their billing history labeled “Re-charge — reversal of accidental refund.”

Refund receipt suppression

When processing a refund, you can uncheck Email a refund receipt to the member to suppress the receipt email. This is intended for fraud-related reversals where member contact is not appropriate. The suppression is audit-logged.