Processing Refunds
When guests need their money back, Tourism Accelerator makes the refund process straightforward. Whether you're issuing a full refund for a cancellation or a partial refund for a booking modification, you can handle it all from your dashboard.
When to Process a Refund
Common refund scenarios include:
Guest cancels within your refund policy period
You cancel due to weather or operational issues
Booking modification results in a lower price
Service wasn't delivered as promised
Guest complaint resolution
Duplicate payment was made
Refund Options
You have several ways to return money to guests:
Full Refund
Returns the entire payment amount to the guest. Use this for:
Cancellations within the full refund period
Operator-initiated cancellations
Service not provided
Partial Refund
Returns a portion of the payment. Use this for:
Cancellations outside full refund period (minus cancellation fee)
Booking modifications that reduce the total
Goodwill gestures for minor issues
Credit Voucher
Instead of returning cash, offer credit for future bookings:
Great for retaining the guest relationship
Can be for any amount you choose
Guest can apply to future bookings
Set an expiry date if desired
Step-by-Step: Processing a Refund
Step 1: Access the Booking
Navigate to Bookings from your main menu
Find the booking requiring a refund
Click to open booking details
Step 2: Initiate the Refund
Click on Process Refund in the payment section
The original payment details will be displayed
Step 3: Select Refund Amount
Choose your refund type:
Full amount: Select to refund the entire payment
Partial amount: Enter the specific amount to refund
Custom: Calculate and enter the exact refund amount
The system will show:
Original payment amount
Any previous refunds on this booking
Maximum refundable amount
Step 4: Add Refund Details
Select a refund reason from the dropdown
Add any notes explaining the refund (for your records)
These details will be saved in the booking history
Step 5: Confirm and Process
Review the refund details carefully
Click Process Refund
Confirm in the popup dialog
The refund will be initiated
Refund Processing Times
The time it takes for refunds to reach guests depends on the original payment method:
Credit/debit cards: 5-10 business days
Bank transfers: 3-5 business days
Digital wallets: 1-3 business days
Let guests know the expected timeframe so they're not concerned about delays.
Tracking Refund Status
To check on a refund:
Open the booking details
View the Payment History section
The refund will show with its status:
- Pending: Processing - Completed: Successfully refunded - Failed: Issue occurred (contact support)
Handling Refund Issues
Refund Fails
If a refund fails to process:
Check the original payment method is still valid
Try processing again after 24 hours
Contact our support team if the issue persists
Consider alternative refund methods (bank transfer, cheque)
Guest Hasn't Received Refund
If a guest reports they haven't received their refund:
Check the refund status in the booking
Confirm the processing timeframe hasn't elapsed
Ask the guest to check with their bank
Contact support if the timeframe has passed
Incorrect Refund Amount
If you've processed an incorrect amount:
For under-refunded: Process an additional partial refund
For over-refunded: Contact our support team for assistance
Refund Best Practices
Be prompt: Process refunds as quickly as possible
Communicate clearly: Let guests know when to expect their money
Document everything: Add notes explaining each refund
Stay consistent: Apply your refund policy fairly
Consider goodwill: Sometimes a small gesture prevents a negative review
Recording Manual Refunds
If you refund a guest outside the system (e.g., cash refund, direct bank transfer):
Open the booking
Click Record Manual Refund
Enter the amount and method
Add notes about how the refund was processed
This keeps your records accurate even when using offline refund methods.
Viewing Refund History
To see all refunds you've processed:
Go to Bookings
Filter by bookings with refunds
Export for your accounting records if needed
Processing refunds smoothly and professionally builds trust with your guests and protects your reputation.