Ecommerce Platform | How to issue a refund
This article will guide you through the correct way to make a refund through the ecommerce platform. See the steps below or the accompanying video at the bottom of this page.
- The cancellation for the booking will need to be done directly in your third-party providers (Premier, SynXis etc).
- Please note that all refunds need to be processed through the platform and cannot be done directly through Stripe.
- Please cancel the booking in your third-party provider first, then proceed to refund the guest in ecommerce platform.
- Any future dated deferred payments need to be manually cancelled within ecommerce platform.
Under the 'Manage' heading in the menu click on 'Orders'.
Search for the Order Number or Guest Name. If you don’t have this then use the drop down menu to search by different methods.
Once you have found the order click on the ‘Edit’ button beside the order and you will see the details of the order.
Then click on 'Payments and Refunds' in the menu on the left.
Scroll to the foot of the page where you will see the 'Refund' section.
In the 'Amount to refund' section enter the amount you wish to refund.
Ensure that the amount you're about to refund is correct.
In the 'Reason to refund' enter a rationale for the refund.
Once the reason for refunding has been entered, click on the 'Refund' button.
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