Gifted | How to process a refund

Gifted | How to process a refund

⏱️ Estimated time: 4 minutes
👤 Role: Reception Staff, Reservation Teams, Finance Teams, Administrators

What you'll learn

  1. How to locate a specific customer order within the Gifted platform.
  2. How to process both full and partial refunds safely through the system dashboard.
  3. How to manage postage refunds for physical orders that have already been dispatched.

When should I use this

  1. Use this guide when a customer contacts your property to request their money back, either because they no longer want the voucher they purchased or because you need to return a specific portion of the total cost.
  1. Important Notice: All refunds must be processed directly through the Gifted platform interface. Do not attempt to process the refund directly within your Stripe dashboard, as this will break the data link between your payment gateway and your platform reporting.

Before you start

  1. Ensure you have active login credentials for your Gifted platform account.
  2. Have the customer's transaction details ready, such as their order number, name, or purchase email address.
  3. Confirm the exact refund amount approved by your department manager.

Step-by-step

1. Locate the customer order

Find the specific transaction that needs to be cancelled within your system.
  1. Log on to the Gifted portal.
  2. Navigate to your main orders list.
  4. Search for the order that the guest wishes to cancel, using the drop-down filter if necessary to narrow down your search.

2. Access the order

Open the order to find the payment area.
  1. Click on the specific order to open its full details, either by clicking the order reference or the three dots next to the order, and View Order:
  3. Scroll down to Locate the refund section on the right-hand side of the page.
  4. Click Create Refund

3. Enter the refund amount and complete the transaction

Input the specific financial details to return the funds to the customer's original payment method.
  1. After clicking Create Refund, type in the exact amount you wish to refund and enter a clear reason for the refund in the text box provided.
  2. Toggle the Prevent Redemption button if you are expiring the voucher at the same time as processing a refund.
Alert

Important Notice: Partial refunds are fully accepted by the system if this is switched on for your property. However, if the order was a physical postal delivery that has already been dispatched, the system will not let you refund the postage value manually, if the order has already been dispatched.

  1. Click Process Refund to initiate the transaction.

Best practice

  1. Set Customer Timeline Expectations: Always inform the guest at the point of refund that the funds are released by your property immediately, but the money may take up to 14 days to enter the customer's bank account due to standard banking clear times.
  2. Log Clear Reasons: Always type a detailed explanation in the reason box (e.g., "Guest cancelled booking due to illness"). This ensures your finance team has a clear audit trail when cross-referencing monthly balance sheets.
  3. Verify Dispatched Status First: Before promising a full refund that includes postage costs, check whether the fulfillment team has already posted the physical item.

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