Member refund request denied
This article explains what to do when your refund request was denied.
What’s happening
Section titled “What’s happening”Your org reviewed your refund request and denied it, writing an explanation for you. You see the decision on the payment’s page in your billing portal (My account → Billing, then the payment): the Your refund request section is marked Denied and shows the date, “Their reason:” followed by the explanation your org wrote, and “If you have questions about the decision, contact your organization.” No email is sent when a refund request is denied, so check the payment’s page for the outcome. Your organization made this decision — to appeal it, contact them directly.
How to fix it
Section titled “How to fix it”- Read the reason on the payment’s page, and check it against these common reasons for denial:
- The refund window has closed (for example, your org has a 30-day refund policy and the payment was more than 30 days ago).
- The item is non-refundable (such as an event with a stated no-refund policy).
- The payment was already credited or applied to another invoice.
- If you believe the denial was made in error, contact your org directly.
Your org has full discretion over refund decisions. MapleGather provides the workflow, but approvals and denials are made by your org’s admin team.
If you flagged the charge as one you did not authorize, what your org reviewed is the text you wrote in the Details (required) field. Checking that box sets the reason to “Other (I’ll explain below)” and asks you to say what happened. It does not send your request down a different path. It does not make your org look at it sooner. If it was denied anyway, contact your org and, if you need to, contact your bank.
If that didn’t work
Section titled “If that didn’t work”If your org is not resolving an unauthorized charge, you have the right to dispute the charge with your bank or card issuer (a chargeback). Contact your bank for instructions. Filing a bank dispute after a denial is between you and your bank — your org will receive notification and may contest the chargeback with evidence.