User guide

Learn each key app flow in order, from sign-in to refunds.

How refunds work

A plain-language map of who acts at each step—without replacing your deal terms or Legal.

Description

Refunds on Crunchy Plum usually involve three parties:

You (buyer) — start or track a refund in the app, choose a return method when the sheet offers one, and provide reasons or evidence when asked.
The business (merchant) — may need to confirm or respond when a request applies after service has started or a voucher was already scanned at the venue, depending on policy.
Crunchy Plum (platform) — coordinates validation, may move funds between the payment side and the business according to rules, and completes the return to your card, wallet balance, or other path the app shows.

Because money and commission can already be allocated after purchase (and especially after redemption), the same tap does not apply in every situation: unused paths are often self-service; used paths are stricter and may require a formal request and review.

Before the voucher is used (unused)

For unused vouchers you still hold, the app typically offers a direct path from My vouchers / the voucher screen—often labeled Cancel—so you can back out before visiting the venue.
You may be asked to choose Store Credit or Original Payment (exact titles on the sheet). Store Credit options often describe an instant return including amounts described on that sheet; Original Payment options explain that a service fee may be non-refundable and give a business-day range for the card return—read the lines under each option; they are part of the product, not this website summary.
If you paid with both card and Store Credit, the sheet may explain that the Store Credit portion returns to balance first, with the remainder to the card—again, follow the subtitle text shown there.

After the voucher is used (redeemed at the venue)

Once a voucher is used (scanned or marked redeemed), the same Cancel shortcut from the voucher is not available: the app explains that used coupons cannot be refunded that way.
Depending on deal terms and policy, you may still open a refund request or dispute-style flow from Orders (when the product shows it), supply a reason and any proof requested, and then wait while the business and/or platform review. If approved, the platform side finishes moving money per the approved outcome; if not approved, the order may stay valid as the app states.

Why this can feel “slow” or opaque

Original Payment returns can depend on banks and card networks, not only Crunchy Plum.
After redemption, the business may need a human step before the platform can release funds.
Status labels in the app (for example Refund Processing, Refund Completed, Refund Rejected) describe where you are in that pipeline—use them together with Legal and any order timeline you see.