Refunds can be processed for bookings by the Reservations Team depending on the operator’s terms and conditions. However, only payments made via credit card (payment gateway), EFTPOS and manual credit card (staff only) can be refunded either fully or partially.
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For bookings where the full booking total is approved to be refunded.
From Bookings tab, enter the “Booking No” in the search field, press Enter.
Click on the pencil icon to open the booking.
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Navigate (scroll down) to the “Payment Details” section of the booking.
Click on the approved credit card payment.
Click on the “Refund” button.
The booking total amount should already be displayed.
Enter your refund comments for reference (the refund cannot be processed when the comment field is blank).
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Note that the “fee” field is already set to “0.00”. If the operator’s policy is not to refund the credit card fee (surcharge), the |
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field |
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does need to be amended. Please click here for instructions on how to process the credit card fee as part of the refund (TBC). |
The booking total amount should already be displayed.
Enter your refund comments for reference.
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The refund cannot be processed if the comment field is left blank. |
Click confirm. The “Payment Details” should now reflect the approved refund displaying as another payment line with a negative value in the amount of the booking total.
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Adjust the amount to be refunded.
Enter your refund comments for reference (the
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The refund cannot be processed |
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if the comment field is left blank |
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Click confirm. The “Payment Details” section should now reflect the approved partial refund displaying as another payment line with a negative value.
The Payment Status (upper right) will now be shown as “Partially Paid” while the “Booking Status” is shown as still “Confirmed”.
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The refund of the remaining balance has to be initiated directly via the Payment Gateway. ResPax can only handle one refund instance for now.
Once refund of the remaining balance is completed, open the booking in RBE.
Navigate (scroll down) to the “Payment Details” section of the booking.
Click on “Add Payment”. Choose “Reservation” for Collect By and “Manual Credit Card” for Payment Type.
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At this point, we are adding a payment placeholder for the refund of the remaining balance processed via the Payment Gateway. Manual Credit Card has been selected as a payment type |
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to match the original payment |
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type. |
Adjust the amount to be in the negative value to resemble a refund.
Add your unique reference code (Reservations decides on this value).
Enter your refund comments for reference(the .
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The refund cannot be processed |
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if the comment field is left blank |
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Click SAVE. The “Payment Details” section should now reflect the approved partial refund displaying as another payment line with a negative value.
The Payment Status (upper right) will now be shown as “Unpaid” while the “Booking Status” is shown as still “Confirmed”.
If the the booking is to be cancelled, please refer to the Cancellation Process for guidance.
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This applies to the following scenarios:
The booking is to be cancelled with no refund to the full payment.
A partial refund has already been processed via RBE, however, the remaining balance is not to be refunded and the booking is to be cancelled.
No refund is initiated in ResPax or via the client’s Payment Gateway.
The booking has to be balanced for RBE to allow the cancellation request.
Refer to the Partial Refund (Remaining Balance) process for guidance on how to proceed.
Start with Step 3.
However, for Step 4, choose “POB” for Collect By and “On Account” for Payment Type.
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Note that the negative "POB>On Account" payment type does not reflect in the Reconciliation Report which means it will not affect the "balancing" of the report. |
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Thereafter, refer to the Cancellation Process to cancel the booking.
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Refunding deposits paid via a payment gateway (credit card) follows the same process as Partial Refunds.
The payment status will now show as “Unpaid” since the placeholder payment is not considered a confirmed payment.
Once the deposit payment has been refunded, open the placeholder payment line (POB > On Account) for the remaining balance.
Click on the “Delete” button.
If the booking is to be cancelled, please refer to the Cancellation Process for guidance.
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Note that should Reservations do not approve for the deposit to be refunded, the Booking Cancellation - No Refund to Partial Payment process applies.
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Payments using a credit card processed through a payment gateway normally includes a surcharge. If Reservations' policy allows for the surcharge to be also partially refunded, please follow the steps below. Note that the below process is a workaround.
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This page will be updated |
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regularly with improvements deployed to the system. |
Follow the Full Refund process all the way to Step 6.
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