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.
If you do not have Manual Credit Card as one of the payment types in RBE, please contact the ResPax Service Desk to have it added.
Below are scenarios covered by this article. Please click below to skip to what you are looking for.
Partial Refund (First Instance)
Partial Refund (Remaining Balance)
Booking Cancellation with No Full or Partial Refund
Refunding Credit Card Fees (Surcharge)
Full Refund
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.
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).
If the operator’s policy is not to refund the credit card fee (surcharge), the “fee” field is already set to “0.00”. Please click here for instructions on how to process the credit card fee as part of the refund (TBC).
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.
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.
Partial Refund (First Instance)
For bookings where a portion of the payment paid via credit card is approved for a refund but the booking is not to be cancelled.
Please refer to Steps 1 - 5 through the Full Refund process and continue on to Step 6 below.
Adjust the amount to be refunded.
Enter your refund comments for reference (the refund cannot be processed when the comment field is blank).
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”.
Partial Refund (Remaining Balance)
For bookings where the first partial refund was already processed via RBE and Reservations has approved for the remaining balance in the booking to also be refunded.
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.
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 as the original payment was processed via credit card.
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 refund cannot be processed when the comment field is blank).
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.
Booking Cancellation with No Full or Partial Refund
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.
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.
Refunds for Deposits
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 represented by a payment placeholder (generally a POB>On Account).
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.
Note that should Reservations do not approve for the deposit to be refunded, the Booking Cancellation - No Refund to Partial Payment process applies.
Refunding the Credit Card Fee (Surcharge)
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. This page will be updated as soon as this functionality is improved.
Follow the Full Refund process all the way to Step 6.
In the example below, 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.
Click “Confirm”.