Refund Processing
Sometimes refunds are necessary - tours get cancelled, customers change plans, or situations require a goodwill gesture. Tourism Accelerator makes processing refunds straightforward while maintaining clear records.
When to Issue Refunds
Common refund situations in tourism:
Weather cancellations: When you cancel due to unsafe conditions
Operator cancellations: Insufficient bookings or operational issues
Customer cancellations: Within your cancellation policy terms
Customer dissatisfaction: When service didn't meet expectations
Duplicate bookings: Accidental double-purchases
Medical emergencies: Compassionate circumstances
Refund vs Credit
Before processing a refund, consider:
Refund: Money returned to customer's original payment method
Customer receives their money back
Transaction is reversed
Credit/Voucher: Value stored for future use
Customer retains credit with your business
They can book again later
Often preferred (keeps the customer relationship)
Always check your cancellation policy and discuss options with the customer.
Processing a Refund at Point of Sale
Step 1: Find the Original Transaction
Go to Sales > Sales History
Search by:
- Customer name - Transaction date - Receipt number - Product name
Click on the transaction to open it
Step 2: Initiate the Refund
Click Refund button
Choose refund type:
- Full Refund: Entire transaction value - Partial Refund: Specific amount or items
Step 3: Select Items to Refund (Partial Refunds)
For partial refunds:
Select which items to refund
Or enter a custom refund amount
Add a reason for the partial refund
Step 4: Choose Refund Method
Select how the refund will be processed:
Original Payment Method: Returns to the card/account used
Cash: Physical cash from till (if original was cash)
Store Credit: Creates credit on customer's account
Gift Voucher: Issues a voucher for the value
Best practice: Refund to the original payment method when possible.
Step 5: Add Refund Reason
Select a reason category:
- Weather cancellation - Operator cancellation - Customer request - Customer dissatisfaction - Booking error - Other
Add detailed notes explaining the situation
This helps with reporting and pattern identification
Step 6: Complete the Refund
Review the refund summary
Click Process Refund
For card refunds: The system processes automatically
For cash refunds: Provide cash from till
Provide refund receipt to customer
Refund Authorisation
Depending on your settings:
Staff level: May process refunds up to a certain value
Manager approval: Required for larger refunds
Admin only: Some refund types restricted
If you need authorisation:
Click Request Approval
Manager receives notification
They can approve remotely or in person
Once approved, complete the refund
Card Payment Refunds
When refunding card payments:
The refund is processed to the original card
Customer receives funds in 3-5 business days
Inform the customer of the timeframe
They don't need to present the card again
If original card is cancelled:
Select Alternative Refund Method
Choose cash or store credit
Document why card refund wasn't possible
Cash Refunds
For original cash payments:
Process the refund as normal
The till drawer opens
Provide cash to the customer
Have them sign the refund receipt (optional but recommended)
Till balance adjusts accordingly
Partial Refunds
When refunding part of a transaction:
By item:
Select specific items to refund
Other items remain as sold
By amount:
Enter a custom refund amount
Add notes explaining the partial refund
Example scenarios:
Refunding 1 of 4 tickets when someone couldn't attend
Providing partial refund for shortened experience
Price adjustment after customer complaint
Refund Policies
Set clear policies and stick to them:
Go to Settings > Refund Policy
Configure:
- Cancellation timeframes (24 hours, 48 hours, etc.) - Refund percentages by timeframe - Weather policy - No-show policy
Display policies on:
- Your website - Booking confirmations - Receipts
Refund Reports
Track refunds for analysis:
Go to Reports > Refunds
View:
- Total refunds by period - Refunds by reason - Refunds by staff member - Refund rate (as percentage of sales)
Monitor for:
Unusual refund volumes
Patterns by experience or time
Staff training needs
Handling Difficult Refund Requests
When customers request refunds outside policy:
Listen: Understand their situation
Empathise: Acknowledge their frustration
Explain: Reference your policy clearly
Offer alternatives: Credit, date change, or partial refund
Escalate if needed: Manager can make exceptions
Document: Record the outcome
Chargebacks
If a customer disputes a charge with their bank:
You'll receive a chargeback notification
The funds may be held temporarily
Provide documentation:
- Signed booking terms - Correspondence with customer - Your cancellation policy - Evidence of service delivery
Respond within the timeframe given
Decision is made by the card issuer
Prevention tips:
Clear terms at booking
Communicate promptly about changes
Offer fair resolutions proactively
Tips for Tourism Operators
Train staff on refund policies and procedures
Be fair: A reasonable refund builds long-term loyalty
Offer alternatives: Date changes or credits often satisfy customers
Document everything: Notes help if disputes arise later
Review regularly: High refund rates may indicate underlying issues
Stay calm: Refund conversations can be emotional - remain professional
Need Help?
If you're dealing with a complex refund situation or need help setting up your refund policies, our support team is here to help you handle it professionally.