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, direct deposit and manual credit card (staff only) can be refunded either fully or partially.
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Partial Refund (Remaining Balance)
Booking Cancellation with No Full or Partial Refund
Refunding Refunds for Bookings with More than 1 Payment Type
Refunding Credit Card Fees (Surcharge)
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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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The Payment Status (upper right) will now be shown as “Unpaid” while the “Booking Status” is shown as still “Confirmed”.
Please click here for guidance on cancelling the booking if applicable.
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Adjust the amount to be refunded.
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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 field does need to be amended. Please click here for instructions on how to process the credit card fee as part of the refund (TBC). |
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” section should now reflect the approved partial refund displaying as another payment line with a negative value.
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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. Note that the payment status of the booking will display as “Partially Paid”.
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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Click SAVE. The “Payment Details” section should now reflect the approved partial refund displaying as another payment line with a negative value.
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The Payment Status (upper right) will now be shown as “Unpaid” while the “Booking Status” is shown as still “Confirmed”.
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In most cases, the
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booking is to be cancelled
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. 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. |
Thereafter, refer to the Cancellation Process to cancel the booking.
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Bookings with More than 1 Payment Type
There are bookings with a “Partially Paid” payment status due to a deposit collected at the time of the booking as payment. The deposit is a percentage of the booking total. The remaining balance is more than one payment type. For example, below is a booking with a deposit paid via credit card with the remaining balance represented by a payment placeholder (generally a POB>On POB > On Account).
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Refunding deposits paid via a payment gateway (credit card) follows the same process as Partial Refunds.
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For refundable payment types such as credit card (payment gateway), EFTPOS, direct deposit and manual credit card (staff only), please refer to the Full Refund process.
For the remaining balance or the other payment type, click on the placeholder payment line (i.e. POB > On Account) for representing the remaining balance.
Click on the “Delete” button
. RBE will trigger a pop-message for staff to “Confirm” the request before completely deleting the payment.
In most cases, 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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Follow the Full Refund process all the way to Step 5 and continue on to Step 6 below.
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As an example
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, the credit card fee is 1.5% which is $0.15 of $10.
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In the “Amount” field, enter the sum of the amount to be refunded plus the amount of the credit card fee (Reservations can decide whether or not to refund the full fee or just a portion of it).
In the “Fee” field, enter the amount of the credit card fee to be refunded.
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Click “Confirm”.
Continue on to complete refund process whether this is for a Full Refund or a Partial Refund.