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How to refund a payment?

Hotels may need to issue refunds to guests for various reasons, such as cancellations, overcharges, or compensation. This article guides you through the steps to process these refunds efficiently.

 

Payments on a credit card or debit card can be made in several ways:

For Simple Post Payments, which is always done via the Charge button, the process follows the same steps. If returning a cash payment, simply hand the cash amount directly to the guest.




To credit a payment, or credit a payment partially  follow the below steps:

  • Open the reservation in question (See article " How do I open a booking?")
  • Navigate to the Billing section on the reservation page:

  • Click on the arrow icon left of the Proforma/ Invoice to view the receipt.


  • Check if the payment is the correct to be (partially) refunded 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:
  • Choose the reason for Refunding:
  • Click on Create New Refund to complete the action:
  • Once successfully refunded, the system will let you know by showing a temporary  notification: 
  • The Refund made will be shown as a red payment line, and  



📝 Note:

The original credit/debit card that was used for the payment will be refunded. Please make sure it is the right credit card and not a VCC.

Depending on the issuing bank the amount will be returned to the credit card holder's account within 10 working days.