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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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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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) 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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As an example, the credit card fee is 1.5% which is $0.15 of $10. 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.