Troubleshooting Refund Delays

5 min readbeginner

MemberOrganization AdminProgram Manager

Introduction

After an organizer processes a refund, the money returns through Stripe to the purchaser’s original payment method. A refund delay is usually normal bank processing — not a missing refund. This guide explains timelines for Members and Organization Admins.

Objectives

After reading this article, you will be able to:

Explain typical refund delay windows
Confirm the refund left Trepy and Stripe
Escalate when a refund exceeds expected processing time

Prerequisites

Organizer: Process refunds for ticket purchasers
Attendee: ticket was purchased with a card or wallet through Trepy checkout

Pending refund status with processing timeline — Refunds show **Pending** while Stripe returns funds to the original payment method.

Steps

Step 1: Confirm the refund was issued (organizers)

Open Refund purchasers for the event.
Verify the order shows Refunded or Processing.
Cross-check earnings and statements for the refund line item.

If no refund was issued, complete process refunds first.

Step 2: Understand Stripe processing times (attendees)

Stage	Typical timing
Trepy submits refund	Immediate after organizer confirms
Stripe processes refund	5–10 business days (varies by bank)
Funds appear on card	After bank posts the credit

Weekends and holidays extend the window. The refund returns to the original payment method — not a new account.

Step 3: Check with your bank (attendees)

Look for a pending credit from Stripe or the event merchant name.
Check the card used at ticket checkout.
Contact your bank if nothing appears after 10 business days.

Step 4: Escalate if needed

Attendees: Contact the event organizer with your order email and purchase date.

Organizers: Confirm refund status in Trepy, then check the Stripe Dashboard for the connected account. If Stripe shows Succeeded but the purchaser still has no credit, direct them to their bank.