Processing Refunds

Owned by support_howto
Last updated: 24 Sept, 2024
5 min read

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.

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.

Full Refund

Partial Refund (First Instance)

Partial Refund (Remaining Balance)

Refunds for Bookings with More than 1 Payment Type

Refunding Credit Card Fees (Surcharge)

Full Refund

For bookings where the full booking total is approved to be refunded.

  1. From Bookings tab, enter the “Booking No” in the search field, press Enter.

  2. Click on the pencil icon to open the booking.

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  1. Navigate (scroll down) to the “Payment Details” section of the booking.

  2. Click on the approved credit card payment.

  3. Click on the “Refund” button.

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).

  1. The booking total amount should already be displayed.

  2. Enter your refund comments for reference.

The refund cannot be processed if the comment field is left blank.

  1. 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.

  1. The Payment Status (upper right) will now be shown as “Unpaid” while the “Booking Status” is shown as still “Confirmed”.

  2. Please click here for guidance on cancelling the booking if applicable.

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.

  1. Adjust the amount to be refunded.

  1. Enter your refund comments for reference.

  1. Click confirm. The “Payment Details” section should now reflect the approved partial refund displaying as another payment line with a negative value.

  1. 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.

  1. The refund of the remaining balance has to be initiated directly via the Payment Gateway. ResPax can only handle one refund instance for now.

  2. 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”.

  3. Navigate (scroll down) to the “Payment Details” section of the booking.

  4. Click on “Add Payment”. Choose “Reservation” for Collect By and “Manual Credit Card” for Payment Type.

  1. Adjust the amount to be in the negative value to resemble a refund.

  2. Add your unique reference code (Reservations decides on this value).

  3. Enter your refund comments for reference.

  1. Click SAVE. The “Payment Details” section should now reflect the approved partial refund displaying as another payment line with a negative value.

  1. The Payment Status (upper right) will now be shown as “Unpaid” while the “Booking Status” is shown as still “Confirmed”.

  2. In most cases, the booking is to be cancelled. Please refer to the Cancellation Process for guidance.

Refunds for Bookings with More than 1 Payment Type

There are bookings with 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 (POB > On Account).

  1. 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.

  2. 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.

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.

Follow the Full Refund process all the way to Step 5 and continue on to Step 6 below.

  1. 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).

  2. In the “Fee” field, enter the amount of the credit card fee to be refunded.

  1. Click “Confirm”.

  2. Continue on to complete refund process whether this is for a Full Refund or a Partial Refund.