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How do I refund a customer's payment?
How do I refund a customer's payment?

Refunding customers booking payments within simpleERB is easy with a click of a button.

Written by Chelsea
Updated over a week ago

When you need to refund a customer the booking payment they previously paid, you can easily do this within the customer's IBP (Individual Booking Place). 

Locate the customers booking in your simpleERB account and click to open the IBP. 

As you can see in the image below, because this customers payment has been paid successfully there is a  "refund payment" button listed in the payment details box.

When you click this "refund payment" button, the customer's payment will be refunded by the payment provider, back to the customer and the associated card/bank account used for the original transaction.

We suggest advising the customer that, 'the refund will be back in their bank account within 3 - 10 working days, dependant on your bank'. 

After selecting the refund button and making any other booking changes required, click 'save booking' to update the changes. 

You will then be able to see from the image below, when returning to the customers IBP, the payment details box will now be grey and titled as refunded.

You can always refund customers after a booking has passed or been cancelled if required. You just need to locate the customer's IBP and refund as highlighted above.

How do I manually refund the payment or partial refund if required?  

If you need to refund this manually or partially for any reason, this process will depend on your payment provider.

If you are a takepayment user, you will need to make the manual refund action within your terminal device for the associated customer. Any issues, please contact your payment providers support.

For Stripe users, all you need is the customer's Stripe key reference located payments section. Login to your Stripe account and paste in the key reference into the 'search bar'. 

This will then bring up the customer's payment transaction. You should be able to locate the refund button to the top right of this customer's payment. Once clicked a pop-up refund box will appear. Here you can select to refund the full amount or type in the specific amount required to be refunded if it is a partial refund. You may be required to add your Stripe password again for authorisation. 

We currently integrate with the following payment providers to securely process and manage the payment process; Stripe and takepayments. Please be aware that the payment provider will charge you a transaction service fee on all payments processed.

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