How do refunds work in Bookeo?

It is common to have the need to issue a partial or full refund to a customer, for example, if your cancellation policy allows for refunds, and a booking is cancelled within the terms of the policy. 

In any case, when you decide that a refund is due, you can:

  • issue a direct refund: Depending on the payment gateway that was used to make the payment, you may be able to issue a refund from your Bookeo Calendar. If the payment gateway used to make the payment does not support refunds via the API, you will have to log into your payment gateway dashboard and issue a refund.  Click here to see if the payment gateway(s) integrated in your account support refunds
or
  • manually assign a credit to the customer: The credit will be automatically used to pay for future bookings. Click here for more information.
 

In this article:


Refunds for bookings cancelled by customers

If the Rules mode is set for the cancellation policy, and a customer cancels a booking and has paid a refundable deposit, you will receive a notification - both in the top area of the home page, and via email - that a refund is due.
If you have set a custom cancellation policy, Bookeo will not be able to calculate if a refund is due and therefore you will not receive a notification. If needed, you can issue a refund.

Here's what you have to do to issue a refund depending on the payment gateway that was used:

 
  •  The booking was paid using a payment gateway that supports refunds:

1. You can click on the message in your Home page or click on the booking from your calendar to open it

2. Go to the Payments tab

3. Here you will see the payment(s) recorded for the booking. If you can issue a refund, you will see a Refund button next to the transaction(s)



8. Click on the Refund button, if needed edit the amount that you want to refund. Input the Reason

9. Click Save
 

  • The booking was paid using a payment gateway that does not support refunds

Bookeo will not automatically give a refund, you will have to use the tools provided by your payment gateway. You can then record the refund in Bookeo.  Click here for more information.


Refunds for bookings cancelled from the back-end

If you cancel a booking from the back end, or mark a no-show, and a cancellation fee applies, a pop up window will open.









1. If the Rules mode is set for the cancellation policy, from the dropdown menu [1], you can select if you want to apply the standard cancellation policy or Give full refund, including any prepaid credits or gift vouchers. If you have set a custom cancellation policy, this dropdown menu will not show. You will have to check if a refund is due and issue it if necessary.

2. Tick the Track cancellation in customer's history [2] checkbox if you want to keep track of this cancellation

3. Tick the Send email: customer [3] and/or Send email: other users [4] checkbox 
if you want to notify the customer and other Bookeo users.

4. In the Message to customer [5] field, you can also add a message to be included in the email.

 

Here's what you have to do to issue a refund depending on the payment gateway that was used:

 
  • The booking was paid using a payment gateway that supports refunds:

 


5. If the Rules mode is set for the cancellation policyand if the payment gateway used to make the payment supports refunds from your calendar, Bookeo will ask you if you want to issue a refund.

6. Click on the Refund [6] button

7. In the next screen you will see the payment(s) recorded for the booking. If you can issue a refund, you will see a Refund button next to the transaction(s)

8. Click on the Refund button, if needed edit the amount that you want to refund. Input the Reason


9. Click Save
 

  • The booking was paid using a payment gateway that does not support refunds

Bookeo will not automatically give a refund, you will have to use the tools provided by your payment gateway. You can then record the refund in Bookeo. Click here for more information.
 

How to record a refund in your Bookeo account that was made from your payment gateway dashboard

If you issue a refund using your payment gateway dashboard, you can also record refunds in Bookeo:

1. Go to your Calendar

2. Search for the booking

3. Go to the Payments tab 

4. Click on the Payment button




5. From the Payment method [7] scroll down menu, select the payment method

6. In the Amount [8] field, input the refund given to the customer as a negative number, for example -50

7. Input the Reason [9], for example refund

8. Save