In Noovy, credit or debit card refunds are processed via the payment line within the booking's billing section.
The original payment method does not affect the process; refunds are always performed in the same way.
Payments on a credit or debit card can be made in several ways:
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Via the Charge button
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Via a payment link
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Via a terminal payment
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Via an automated charge rule from the system
For Simple Post Payments, which are always processed via the Charge button, follow the same steps. Please note that refunds for payments made outside of the payment gateway are purely administrative. These entries record the transaction in the system but do not physically transfer funds back to the cardholder's account!
If you are returning a cash payment, simply hand the amount directly to the guest on the spot.
To credit a payment, or credit a payment partially follow the below steps:
- Open the concerning booking which you would like to make a refund for.
- Navigate to the Billing section on the reservation page:
- Payments may be listed as a standalone line item in the billing section or linked directly to a specific document, such as a proforma or invoice (Click the arrow next to a document to reveal its linked payment):
- Before creating a refund, first verify that you are processing it for the correct payment.
- Click on the three dots (More Action function) behind the payment line. A pop-up will appear. Click on Refund:
- In the next pop up fill out the amount needing to be refunded and the reason for the refund and click on Create New Refund:
- Once successfully refunded, the system will let you know by showing a temporary notification:
- Processed refunds will appear as red payment lines for easy identification:
⚠️Warning:
Refunds can only be processed back to the original payment card.
Do not attempt to refund Virtual Credit Cards (VCCs), as funds are typically unrecoverable.
Once processed, the credit should appear in the holder's account within 10 business days, subject to bank processing times.