How do I refund a payment to a guest?
Short answer
Open the folio, click Payments, press the Refund icon on the payment line, enter the Refund Amount and save.
Steps
- Open the folio and click Payments (list on the left) or Show Payments in Take payment.
- On the payment line click the Refund icon (Refund Payment window).
- Check Payment Date, Payment Type, Original Amount. Type the Refund Amount (not more than the original) and a Remark.
- Click OK, then Save the folio.
- For a deposit use the check-out Refund option (deposit). For a card hold use Auth To Sale or release.
Check the result
A negative line for the refund appears under the payment and the Payments total drops. The Monthly Refund report lists it.
Common problems
- The refund icon is missing: the folio is Non-Refundable, the payment is a group payment, an authorized line, or a payment transfer from another room (Room / Guest), or your role lacks the refund privilege for that kind of payment (cash / bank / others, credit card, or Sales & Channel; today or past date).
- A payment of the booking's company (Sales & Channels tab) is refunded the same way; the refund line carries the company name.
- Please enter Refund Amount. / Refund Amount should not be greater then Original Amount.
- You can not delete this Payment. Reason: Refund Payment exist. Delete the refund first.
- Entered by mistake: undo a payment.
- Messages: Reservation messages (files 07a-07k).