How do I refund a customer?

  • Updated

When a booking is cancelled, in most cases*, you are able to process a refund back to the customer through WebReserv.

Important! Refunding to the credit card on file is only available if you have set up credit card payment processing with an integrated payment processor or gateway in the system.

To refund a cancelled booking, follow the steps below:

  • Search for booking by going to Frontdesk - Reservation.  Use the Reservation Code or customer's last name to find booking.
  • Click on the Reservation Code to open the booking in Frontdesk.

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  • Ensure that the booking is Cancelled.  You'll see this in the Status section of the booking.

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  • Review the Rate Details to see the amount due back to the customer.  You'll see the Balance as a negative amount.

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  • In the Payment Information section, click the Refund Payment button.

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  • On the ePay Virtual Terminal page, confirm that the Type is Refund (it should default to this).
  • Select the Payment Type (Credit Card) or choose the card shown on file.
  • The Invoice ID and refund amount will be pre-populated based on the booking information.  You do have the option to edit the amount if needed.
  • Enter any comments as an option.
  • Review payment information listed.  Depending on the payment processor, you may need to reenter the security code.
  • Click the Process Payment button to process the refund.
  • Once processed, you will see a notice at the top of the page indicated the payment (refund) was authorized.

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The refunds now been processed.  You should also confirm in your payment processor's dashboard that the refund was credited back to the customer.

Note: If you are using PayPal to take payments through the system, you cannot refund using this method above.  All refunds must happen within your PayPal account directly.

Important!  For security reasons, refunding (or charging) to the card on file in WebReserv must be done within 14 days after departure.  If it is after 14 days, you will need to collect the credit card again from the customer in order to refund.

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