If CloudJoi is managing your event’s refunds (the default setup), here’s what the full process looks like — from announcement to payout.
🪜 Step-by-Step Refund Flow
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Event Cancellation Confirmed
Organiser notifies CloudJoi support and agrees to CloudJoi-handled refund -
CloudJoi Sends Refund Announcement
Patrons are notified by email (usually 1–2 days before the event) -
Refund Window Opens
Patrons either:-
Are auto-refunded (if paid by credit/debit card)
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Submit a refund request form (if paid by online banking)
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Refund Request Form Closes
CloudJoi reviews and verifies refund requests submitted on time -
Refunds Processed
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Card refunds go back to the original card automatically
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Bank transfer refunds are processed manually
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Patrons Notified
Confirmation email is sent once the refund is completed -
Final Refund Report & Invoice Issued
CloudJoi provides a breakdown and invoice for your records
📅 Typical Timeline
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Submission Period: Usually 5–10 days from the announcement
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Processing Period: Starts once request window closes
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Refund Completed: Within 30 days of cancellation
🗓 Exact dates vary by event — see your event’s refund schedule.
💰 Fees & Deductions
📝 Total refund to patron is RM100 (not RM104.32). Patron-paid fees (RM4.32) are not refunded unless the organiser requests it.
⚠️ Missed the Refund Window?
If a patron misses the refund deadline:
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CloudJoi may still process their refund on a case-by-case basis
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This depends on whether funds are still withheld or already settled