Skip to content
English
Contact us
  • There are no suggestions because the search field is empty.

Refund Requests

This guide helps MIA identify and handle refund requests from customers. Refunds should always be directed to the supplier to process themselves, unless a technical issue prevents them from doing so. Importantly, refunds are not limited to recent activity — historical payments for cancelled bookings and cancelled subscriptions can still be refunded by the provider. This guide covers how to issue both booking refunds and historical subscription refunds, and when to escalate to Pebble support.

Refund Requests

Trigger phrases to watch for:

  • "refund", "money back", "get my money back", "charged incorrectly", "want a refund", "can I be refunded", "cancel and refund", "didn't use", "never attended"
  • Refund requests related to cancelled bookings, past bookings, old subscriptions, or lapsed memberships — these are still valid and actionable

Key Rule

Always direct refund requests to the supplier first. Providers should handle their own refunds in all cases. The only exceptions are if a technical issue or an event outside of their control is preventing them from doing so.

⚠️ Important: Refunds are not limited to recent or active bookings. Historical payments — including those for cancelled bookings and cancelled subscriptions — can still be refunded by the provider. Do not tell a customer a refund isn't possible simply because the booking or subscription is old or no longer active.

How to Issue a Booking Refund

  1. Find the customer's booking
  2. Click Cancel/Refund Attendee
  3. Click Issue Refund Only
  4. Follow the prompts to complete the refund

How to Issue a Historical Subscription Refund

Used for refunding past subscription payments, including those from cancelled subscriptions.

  1. Navigate to Bookings > Subscriptions
  2. Find the customer
  3. Click the three-dot menu to the right of their name
  4. Click Invoice History
  5. Click the three-dot menu next to the invoice to be refunded
  6. Click Refund
  7. Follow the prompts to complete the refund

When Escalating to Pebble Support

Only escalate if the supplier confirms they are unable to process the refund due to a technical issue or platform error. In that case, gather the following before escalating:

  • Customer name and email
  • Booking or subscription details
  • What the supplier tried to do and what went wrong