Refund a booking from Venue Manager

At times, it may be necessary to refund bookings from Venue Manager (depending on your venue's refund policy).

This guide walks through how to perform a full or partial refund of a booking in Venue Manager.

Key considerations

Below, we've listed some key considerations you need to be aware of before you can refund a booking in Venue Manager.

• Canceling a booking cannot be reversed.
• You cannot refund more than the purchase amount.
• Credit card refunds can take 3-5 business days to return the funds to the cardholder's account.
• To refund past bookings, you will need to enable a specific setting that allows you to modify past bookings, otherwise this action will be blocked.
• For past bookings, a custom amount refund will cancel the booking. Refund specific items if you do not wish to cancel.

Issue a refund from Venue Manager

1. From Venue Manager, search for and select the booking that requires a refund.
2. Select the options menu (3 dots) in the top right of the page and select Refund from the drop-down options.
3. Select the Refund type from the drop-down menu:
   
   
   • Refund booking items enables you to select specific booking items to refund.
   • Refund amount enables you to refund a custom value. Refunding a past booking will force booking cancelation to correctly update revenue data.
     
     
4. Select Continue.
5. Under Refund payment, select your Refund method from the drop-down list. We recommend using the same method as the original purchase: 
   
   
   • Credit card - For supported payment gateways, you can refund directly back to the guest's card (see Refund online payments below). For other payment gateways, it is recommended to add in the Payment gateway ID.
   • Cash
   • Cheque
   • Bank transfer
   • Gift card (see the section Issue refunds to new or existing gift cards below)
     
     
6. Add a Note describing the reason for the refund.
7. Once you have confirmed the total value of the refund, select Refund.

Issue a refund for a past booking

To allow refunds for past bookings, you first need to enable this action in your venue settings. Follow the steps below.

1. From Venue Manager, go to Settings > Account > Venue settings.
2. Scroll down to Bookings & enquiries.
3. Select Unlock to make changes.
4. Under Booking modifications, select Allow all modifications from the dropdown.
5. Then select Save.

Once this is done, you'll be able to edit past bookings and issue refunds.

Refund online payments

Payments via ROLLER Payments, Adyen and WorldPay

You can refund an online transaction received from an integrated partner such as ROLLER Payments, Adyen or Worldpay directly to the cardholder's account.

• In the Refund payment pop-up modal (see step 5 above) select Credit card from the refund method dropdown list
• Under Refund via gateway (Adyen/Worldpay) select the transaction $XX.XX (ref) as shown below:
  
• Confirm the refund amount and click Refund

This action will issue the refund to the card that was used to process the original transaction. For more information, refer to Refund Adyen and WorldPay credit card payments in Venue Manager.

Payments via other payment gateways

For existing customers using other payment gateways, refunding a credit card will not refund the guest. This action will only mark the booking as refunded for reporting purposes. Guests will still require to be refunded manually from within the payment gateway's portal. To learn more about refunding from the payment gateways portal, select the links below:

• Issuing a refund (Braintree)
• Issuing a refund (BPoint)
• Issuing a refund (Windcave)
• Issuing a refund (SagePay)

Once the refund has been processed in the payment gateway's portal, process the refund in Venue Manager following the steps listed above (see the section Issuing a refund through Venue Manager).

Issue refunds to new or existing gift cards

You can issue refunds to new or existing gift cards.

View a refund

View refunds in the booking activity stream

In Venue Manager, the refund will be included in the booking activity stream.

View refunds in reports

Refunds are listed in reports including Refunds by staff export and Detailed transactions report.