California State Parks

Finance Refund Check Expectations

If you guest advises the card on file is no longer active, the only way in which we can refund is to send the guests refund via a Finance Refund Check. (Note: if the card number or expiration is the only change but the account itself is still active with their banking institution, the refund will still appear in their account.)

• • • • To start this process, first verify the address on the account in Neptune is accurate as this is the address in which the check will be mailed.
        Note: If the guest is a pass holder, DO NOT update this address in Neptune, but please include it in the Escalation. 

• • • • Advise the guest it may take up to 15 weeks for this check to arrive.
        Only if the guest requests this is expedited, please include this in your escalation. 

Processing a Finance Refund Check

When presented with the Request the Refund window, select Chose other Refund Types

Next, click in the Finance Refund Check box.

This will load the Refund Check window. 

Document the reason for the Finance Check Request. 

Click Accept.

Finance Refund Check Inquiry

In the event you have a customer who is inquiring about the status of their Finance Refund Check; 

First, check the Journal for the date in which the check was sent.  These take approximately 4-6 months to arrive. 

If it has been more than 15 weeks since the date the check was issued, please Escalate.

Lastly, please ensure the address we have on file is the address to which the customer would like the check to go. 

Note: If the guest is a pass holder, DO NOT update this address in Neptune, but please include it in the Escalation.