How to request a refund



How can I request a refund? 

Customers can request a refund online, by calling customer support, or by visiting a customer service location.

How can I request a refund online? 

Customers can request a refund online by following these steps: 

  1. Submit a customer support request form.
  2. Select "Request Refund" from the reason for request dropdown menu.
  3. Provide your name and ORCA card number.
  4. Enter the date and time of the trip, the location of purchase information found on your receipt, and the reason for the request. 
  5. Provide an email address for communication with the ORCA customer service team. 
  6. Include an optional phone number where the customer service team can reach you, if needed.

Please allow 3-5 business days for a response. 

How can I request a refund by phone? 

Customers can call the ORCA Regional Call Center during regular business hours (closed weekends and holidays:

  1. Call us Monday through Friday 8 a.m. - 5 p.m. at 1-888-988-6722 / TTY Relay 7:11.
  2. Please be ready to provide our customer support team with your name, ORCA card number, date and time of trip, location of purchase, information found on your receipt, and reason for the request.

How can I request a refund in person? 

Customers can visit a transit agency customer service office during normal business hours to request a refund: 

In King County: 
King County Metro
King Street Center 
201 S Jackson Street
Seattle, WA
Seattle Pass Sales Office
Monday-Friday, 8:30 a.m. to 4:30 p.m. (closed for lunch 1:00 to 2:00 p.m.)

In Kitsap County: 
Kitsap Transit

Bremerton Transportation Center
10 Washington Avenue
Bremerton, WA
Customer Service Office
Monday-Friday, 6 a.m. to 7 p.m.  

In Pierce County: 

Pierce Transit
Tacoma Dome Station Bus Shop
505 E 25th Street
Tacoma, WA
Sales Office:
Monday-Friday: 7:00 a.m. to 6:00 p.m.

In Snohomish County: 

Everett Transit
Everett Station
3201 Smith Avenue
Everett, WA
Customer Service Center: Open with limited hours.
Monday-Friday: 7:30 a.m. to 3:30 p.m. (closed for lunch 11:00 a.m. to noon)

Community Transit
Lynnwood Transit Center
20110 46th Avenue W
Lynnwood, WA
RideStore: Monday-Friday: 7:00 a.m. to 6 p.m.

Download a complete guide to customer service contacts 

Click here to download our ORCA customer service regional contact guide for more information