I want to know also - I'm losing 128K on "Refunds" in less than 1 year and it's ruining me financially. My Franchise Zoo has been running quite smoothly, I built it up gradually to a comfortable situation where I have 13 habitats/exhibits with about 140 animals in total, 4,5 "Zoo reputation" score and all guest needs in the green. Money was never a problem as I had gradually increasing profits and up to about 300K in cash. But then it just went downhill fast and I noticed I'm losing money wayyyy too fast (down to 140K in a few months); to prevent me from going bankrupt I've now fired some staff, sold animals to save on food, closed staff buildings etc., but when I check the details on where this loss is coming from, I noticed that something called "Refunds" is costing me 128K this year alone (and the year isn't over yet); that's almost as much as what I spend on animal food (139K) in the same period!! What the hell are these "Refunds"?? It's gone from 63K to 128K in about a year? Does anyone know what's behind this? When I checked my entrance, there is only 1 missed sales and guests seem to be very happy so what are these "Refunds"? It's ruining my Zoo; hope I can still turn things around.
Is this the effect of Protesters, causing guests to demand a refund? I've only had a protest here and there and if 1 does happen, surely it shouldn't have THIS much of an impact? Or crime related? Or, possible theory by "Sheriff of Nothingham" :"Another rough theory is that it's a refund on adoption packs, if someone who adopted doesn't like how an animal is doing or if you've released the animal into the wild or something".
I'd just like to find out so I can figure out how to deal with this and hopefully save my Franchise before it goes under.