Where's My Refund
Where's My Refund
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This job aid provides a step-by-step guide for investigating refund-related inquiries using Neptune. You must first locate the receipt in the Journal. Instructions on Viewing the Journal can be found here.
Refunds can be easily identified in the Journal as appearing with a - sign in front of the dollar amount. Indicating a negative amount.
To view the receipt for the transaction, double click on the associated line item.
This will load the receipt.
From here we can see how the $81.75 was refunded to the guest.
In this example, we can see the guest was refunded to a Credit/Debit Card. Specifically a Visa ending in 1881.
Credit and Debit Card refunds take on average 3 - 5 Business Days to process back into the guests account.
If it has been 6 business days or longer and the guest reports they have not yet received their refund, please escalate to Lead so our Support department can investigate.
In this example, we can see the guest was refunded via a Finance Refund Check.
If it has been more than 15 weeks since the date the check was issued, please Escalate to a Lead who will reach out to DPR to investigate.
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.
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