About processing refunds with Little Hotelier Pay
If you're using Little Hotelier Pay, you can process refunds directly from the Front Desk.
⚠️ If you're not using Little Hotelier Pay, process the refund through the payment system you originally used, then record it in the Front Desk.
Refunds are initiated immediately, however they can take up to 10 business days to settle in the cardholder’s bank account depending on their bank and country.
Your guest may not see the refund on their bank statement in these scenarios:
If the refund appears as a reversal: the original payment will be removed from their bank statement
If it is refunded within the authorisation period of the payment: the original payment will be adjusted to a lower amount (for a partial refund), or to zero (for a full refund). The transaction may be marked as “Pending” on their bank statement.
⚠️ Once a refund has been processed, it cannot be reversed. Refunds must be issued within 90 days of processing the payment.
Process a refund for a reservation
To process a refund for a reservation:
Go to Front Desk > open the reservation on Calendar or Reservations
On the Payments tab, click Process Refund
Enter the following details:
Amount
Note
(Optional) Show note on invoice
(Optional) Email invoice
Click Process Refund
Process a refund for a payment made using the payment terminal
To process a refund for a payment made using the payment terminal:
Go to My apps > Payments > Transactions
Search and click on the transaction
Click Refund
Enter the Amount (full or partial)
Click Process refund
Frequently asked questions
How can a guest verify that a refund has been made?
If the payment was made using MasterCard or Visa, you can find an Acquirer reference number in the transaction details that you can provide to your guest. This allows them to contact their bank to ask for the status of the refund.