I need help with my order (ticket, registration, or purchase)

If you need help with an order, ticket, registration, membership, or donation made through Zeffy, it’s important to note that the nonprofit organization you supported is responsible for managing the event or campaign, including order details, cancellations, and refund policies.

Zeffy is a fundraising platform used by nonprofits to securely process payments for events, registrations, memberships, donations, and other campaigns. While payments are processed through Zeffy, each organization independently manages its own attendees, purchases, communications, and policies.

As a result, Zeffy cannot issue refunds, modify orders, or make decisions on behalf of an organization unless specifically authorized by them.

There are two situations where Zeffy can help you directly:

• You don't recognize a charge from Zeffy on your bank statement – this usually means a nonprofit you support uses Zeffy to process payments. See this article to identify the charge.

• You'd like to reduce or remove the optional contribution to Zeffy that was added at checkout – you can do this directly from your confirmation email by clicking "Learn more" next to the contribution amount and following the steps to adjust or remove it.

For everything else, your first step is to contact the organization directly.

I want to request a refund or cancel my order

Zeffy does not issue refunds autonomously. Refund eligibility is determined entirely by the organization that received your payment. To request a cancellation or refund:

1. Find the contact information for the organization on the event page or in your confirmation email

2. Reach out to them directly explaining your situation

3. If the organization approves the refund, they will process it from their end - you'll receive a confirmation email and the amount will be returned to your original payment method within 5–10 business days

The organization isn't responding to my refund request

The funds belong to the organization, so we can't approve or issue a refund without its authorization, and we don't contact the organization on your behalf. If you can't reach the organization, contact your bank or card issuer to ask about your options.

I received a refund I didn't expect

Refunds are issued by the organization you paid, not by Zeffy. Contact the organization to learn why your payment was refunded.

My refund is missing or smaller than expected

A refund always goes back to the original payment method, usually within 5 to 10 business days of the confirmation email. If it's not on your statement yet, find your case below.

• More than 10 business days have passed: contact your bank and give them the refund reference number (ARN, Acquirer Reference Number) from your refund confirmation email. A refund marked as successful on our side has been sent to your bank, and the ARN lets your bank trace it.

• The refund is taking longer than usual: if the organization had already received the funds in its bank account, we first retrieve them from that account before sending them back to you, which adds a few business days.

• Your card was cancelled or replaced: we can't send a refund to a different card. Your bank redirects the funds to your new card or account.

• You paid with Apple Pay: the refund goes to the debit or credit card linked to Apple Pay, not to an Apple Account balance.

• Your statement shows a lower charge instead of a refund line: when a refund is issued soon after the payment, some banks reduce the original charge rather than showing a separate refund.

• A small amount was not refunded: this is usually the voluntary contribution to Zeffy, which is not refunded automatically with the organization's refund. You can get it back by following What is the contribution made towards Zeffy?

• You made several purchases: only the refunded purchase is returned. Your other payments stay valid unless the organization refunds them too.

I want to change the date or details of my registration

Zeffy does not manage event scheduling or transfer registrations between dates. If you need to change the date of your attendance, switch ticket types, or update any registration details, please contact the organization directly. They are the only ones who can make those changes.

I want to transfer my ticket to someone else or to a different date

Ticket transfers are managed by the organization, not by Zeffy. Contact the organization directly to ask if transfers are permitted and how to proceed.

I can't find the link to an online event, or the event location

The organization sends access links and event details, often in your confirmation email. Your e-ticket QR code is your check-in code for the event: it doesn't contain a meeting or streaming link. We only have the event details the organization added to its page, so if a link or location is missing, please contact the organization directly.

Do I need a Zeffy account to buy a ticket?

No. You don't need an account or a password to buy tickets or register: you enter your information at checkout. All you need is the link to the event page, which the organization shares.

I haven't received an order processed through Zeffy yet (or would like an update on when I'll receive it)

Order fulfillment is managed by each non-profit directly. For an update on your order, please reach out to the non-profit you ordered with directly.

I entered the wrong information on my order (name, email, address, etc.)

If you made a typo in your name, entered the wrong email address, or provided an incorrect mailing address at checkout:

• Wrong email: Your confirmation email and e-ticket were sent to the address entered at checkout. Contact the organization and provide them with your correct email - they can resend your confirmation.

• Wrong name or address: Contact the organization directly - they can update the information on their end.

I haven't received my confirmation email or e-ticket

1. Check your spam or promotions folder for an email from Zeffy or the organization

2. Log in to your donor account at zeffy.com/login using the email you used at checkout — your e-ticket and receipt are accessible from the My transactions tab

3. If your e-ticket download link isn't working, try opening it in a different browser or on a computer rather than a mobile device

4. If you still can't access your ticket, contact the organization directly