How To Refund a Payment
Overview
There are two ways to refund a customer:
- Automatically within Rezdy: If your payment gateway supports refunds via Rezdy, a refund link will display next to the transaction within the order. The following gateways support refunds within Rezdy:
- RezdyPay
- Stripe
- Square
- Authorize.net
- Beanstream
- Braintree
- Cathay United Bank
- Manually within your payment processor/merchant facility: Certain payment gateways require you to process the refund within their system. Once you have done this, make sure to log a refund payment type within the Rezdy order.
Important: Only Owner, Booking Administrator, and Booking Manager users have access to refund payments within an order.
1. How to trigger a refund within a Rezdy order
Find the booking you want to refund:
- Scroll down to the Customer Payment section.
- Find the transaction you want to refund.
- Click the Refund link.
- Enter the amount you want to refund.
- Click Refund Now.
Tip: Certain payment gateways require the initial payment to be settled before you can trigger a refund in Rezdy. This period of time can take up to 24 hours.
Note: Once a refund has been processed (or in a pending status); the refund cannot be cancelled or modified. Deleting the refund from the payment section of an order does not cancel the refund.
2. How to log a manual refund
Once you have manually processed the refund within your merchant facility, make sure to log a refund payment type within the Rezdy order:
- Scroll down to the Customer Payment section.
- Select Refund from the Payment type dropdown menu.
- Optional: enter a Ref. number.
- Enter the amount refunded.
- Click the Save order button.
Frequently Asked Questions
I have recently migrated to RezdyPay from another gateway, can I trigger refunds for payments processed by my old gateway?
- Yes. If you were using one of the following (refund supported in Rezdy) gateways: Stripe, Square, Authorize.net, Beanstream, or Braintree.
Comments
2 comments
Does the refund button only work for transactions that have been settled? For pending transactions, it doesn't seem like you can cancel/refund/void.
Hi Traci,
That is correct. Only payments that have been settled support the Refund trigger within Rezdy, this period of time varies from Gateway to Gateway. For further clarification feel free to contact support@rezdy.com or your current Payment Gateway.
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