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
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
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.
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