Refunds for online payments can be made for two reasons. Either the client cancels the booking according to your booking rules or you, as the business account manager, cancel the booking before its date. Either way, in both cases the client will automatically have the money refunded back to their account, usually within 3 business days.
ATTENTION: The full amount will be refunded to the client's account. It means that the card payment fee (the amount of the fee depends on your current plan and other factors) will unfortunately be paid by you. If you want to avoid these situations, adjust your cancellation policy.
If you need to refund a client for a payment they have made somehow other than online, please see this guide for how to proceed.
You can issue a refund by deleting the specific booking through your Calendar or by selecting the transaction and processing the refund directly. 👇
How to issue a refund by deleting a booking in Reservio's calendar
Open the Calendar: Locate the specific booking you want to cancel in your Reservio calendar view.
2. Cancel the Appointment: Click on the booking, select Cancel, and choose the cancellation option. Ensure that the Refund client box is checked in.
3. Confirm Cancellation and Refund: Confirm the action by clicking "Delete".
How to issue a refund by selecting the payment in your Transactions
Navigate to the Sales section and go to Transactions.
Find the specific transaction you would like to refund.
Click on the Refund Payment button.
4. Confirm the refund by clicking Refund Payment again.
Would you like to check the status of your refund? Refer to this guide for easy navigation.
Are you unsure about online payments? Take a look at the Online Payments section of our Help Centre, where you'll find detailed guides and answers to frequently asked questions.
These settings are available exclusively for the payments feature powered by the Adyen platform. For customers using ČSOB payments (available only in the Czech Republic), refunds are processed exclusively by our Customer Care team.