Refund guest's credit card
There are several reasons why a hotel may need to refund a guest's credit card, including: Cancelled reservation, Overcharging, Unsatisfactory stay etc.
To issue a refund for a credit card payment made through an automated charge rule from the system, charge button, a payment link, or a terminal payment, please follow the steps outlined below:
- Open the reservation in question.
- Navigate to the Billing section on the reservation page.
- Click on the collapsing arrow sign under the Sales Order to access the payment (receipt).
- Click on the three-dot function button on the payment, ensuring that you choose the correct payment if there are multiple payments to consider. You will see a pop-up option for a refund. Click on it to proceed.
- Once you click on the refund option, a window will appear to finalize the refund process.
- You can enter the refund amount and choose the reason for the refund by clicking the drop-down arrow under the "Reason" field.
- Click save to complete process.
- Once a refund is processed, a payment payout will be generated under the receipt payment. You can access this payout by clicking on the collapse arrow icon located under the Sales Order.
- Upon processing, the refund will be sent to the same credit card that was initially charged.