To issue a refund without cancelling the reservation
  1. Log in to your account.
  2. If you have more than one listing, select the appropriate listing.
  3. Click Reservation Manager in the left-hand navigation menu.
  4. Click Payments.
  5. Select the desired reservation.
  6. Click Send Refund under the Payment Schedule.
  7. Select either the maximum amount or enter a custom amount to refund. 
  8. Click Send Refund and confirm the refund amount.
An email with the details of the refund is sent to both you and your traveller and the payment schedule section is updated to show the payment status as refunded or partially refunded. Refunds may take five to seven business days to appear in the traveller's account.

How processing fees work
While there are processing fees to collect payments, there are no fees with refunding a payment

Example: You issue your traveller a refund of £500. Of the £500 your traveller paid, you received £485 due to a 3% processing fee. When you refund your traveller, we will only take £485 from your account and return the 3% processing fee to the traveler so they receive the full £500.
 
Protecting yourself from fraud
Always send refunds through the system to protect yourself from fraud and chargebacks. If a traveller has closed their account, you should still attempt to refund through your account. The traveller's bank may still be able to credit them or provide a cheque through their own reconciliation process.

We're here to help
If you receive payouts after travellers check-in and don't see the option to send a refund, please Contact us using the button below the article.