How to refund a booking made online in the back office
This guide shows you how to refund a customer who paid online by card, for example through the online booking site, a live payment link or an emailed payment link. The refund goes straight back to the customer's original card.
Before you start: Check how the customer paid. This method is only for online card payments. Refunding with the wrong method may mean the funds don't go back to the customer correctly.
Original payment | How to refund |
|---|---|
Online card payment | |
Cash, cheque, bank transfer or Over-the-Counter | How to log a manual refund in the back office (cash, cheque or bank transfer) |
Card payment taken on a POS payment terminal |
Steps
Make sure your login has ALLOW ONLINE REFUND ticked. You can check this under Settings > Logins by finding your user.
Go to Orders > View Orders, or use the search bar to find the order by order number or customer name.
Open the Transactions tab and find the Online payment line (it will have a receipt number). Click the three dots on the right of that line.
Click Refund. Enter the full amount or a partial amount, then click Process Refund.
A success message appears with a receipt code.
The Transactions tab updates automatically with the processed refund.
Common issues
I can't see the Refund option: Check that your login has ALLOW ONLINE REFUND ticked (step 1), and that you are on the Online payment line, not a manual payment.