Last update [Feb 17, 2022]
In these difficult times during the Covid-19 pandemic, unfortunately, it's common that your guests will cancel or be forced to cancel their bookings. Here are some common questions and answers to help you in relation to cancellations and refunds:
- My customer wants a refund. How do I cancel the activity and issue a refund?
- I have created a refund but the status says 'Awaiting Approval'. What does this mean?
- My customers' credit card has expired
- What happens with Payyo Fees?
- I need to arrange a refund but I don't use Payyo
- What happens to a basket that has received a Chargeback refund?
My customer wants a refund. How do I cancel the activity and issue a refund?
If your guest wishes to cancel a booking, the full process on how to cancel a booking and issue a refund can be found on our Help Pages here.
I have created a refund but the status says 'Awaiting Approval'. What does this mean?
It is likely that the balance of your Payyo account is not enough to cover the cost of the refund. You can check your balance while in the Admin Desk, in the left panel click on Settings > Merchant Settings >Payyo. On this page, you will be able to see your balance.
If you don't have enough balance to cover the refund but the refund is in awaiting approval, within 2-3 days you will receive an email to advise the balance is not enough and a payment link will be provided so you can 'top-up' your balance.
Once the balance has been rectified, the refunds will be automatically sent to your guest(s).
If you do not top-up the balance within 30 days, any refunds you have processed will be rejected.
Note: 30 days is currently due to unexpected circumstances related to the coronavirus. Once the situation returns to normal, the 30 days will be reduced back to 7 days only.
My customer's credit card has expired
If your customer's card has expired, the refund will automatically be rejected. You should receive an automatic email advising that the card has expired and the refund must be arranged directly with the customer.
If you are not sure about this or any have questions, you should contact firstname.lastname@example.org who will reach out to the Payyo team for you.
What happens with Payyo Fees?
For information regarding Payyo fees, you should contact your Account Manager directly. If you are not sure who this is, email TrekkSoft Support advising you would like to know more information about your Payyo Fees and wish to speak with your Account Manager.
I need to arrange a refund but I don't use Payyo
If you are not using Payyo then any refunds will need to be processed through your 3rd party payment gateway provider e.g. Stripe, Braintree, etc. You can find more information about 3rd party payment gateways here.
What happens to a basket that has received a Chargeback refund?
If you have received a chargeback from the customer, we highly suggest that you get in touch with the customer immediately to dispute the charge.
The basket that has received a Chargeback will display it on the Refunds section, stating that there has been a Chargeback initiated.
If the Chargeback has been lost: The Refunds section will display that the payment of the customer has been refunded.
If the Chargeback has been won: The refund that was added to the basket will be deleted and the payment record will be corrected inside the basket.