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Little Hotelier Pay: Process a refund
Little Hotelier Pay: Process a refund
Updated over a month ago

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.

Notes:

  • 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

  1. Go to Front Desk > open the reservation on Calendar or Reservations

  2. On the Payments tab, click Process Refund

  3. Enter the following details:

    1. Amount

    2. Note

    3. (Optional) Show note on invoice

    4. (Optional) Email invoice

  4. Click Process Refund

Process a refund for a payment made using the payment terminal

  1. Go to My apps > Payments > Transactions

  2. Search and click on the transaction

  3. Click Refund

  4. Enter the Amount (full or partial)

  5. 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.

What are the fees for processing a refund?

There are no fees for processing refunds via Little Hotelier Pay, any fees associated with the payment will be refunded

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