RaccoonPay Refunds - Frequently Asked Questions

When can refunds be made?

Refunds can only take place 24 hours after the payment has been confirmed and until 6 months from the payment date.

What amount can be refunded?

You decide whether you want to make a full refund or a partial amount. The limit is the payment amount.

Can I refund a card machine payment - RaccoonPay 2.0 only)?

Yes, through the card machine itself. For this, the guest must still be there and present the debit/credit card. 

If the guest is no longer there, you must reach out to our support team informing the reservation number and what payment & amount you would like to refund. Our team will then proceed with the refund directly with the payment provider.

How long does it take for the guest to receive the refund?

A refund is a normal transaction just like a payment, meaning it will take a few business days (usually 2-5 days) until the guests receive it in their bank account. This will always depend on the day of the week, type of card, country, etc.

To where can a refund be made?

You can only refund back to the charged card.

What does the orange message “refund has been queued” mean?

It means the system has registered your refund order, that is now in the queue to be processed. It does not take longer than a few seconds to be triggered.

Can I refund a payment not processed via RaccoonPay?

No, you can only make refunds for payments processed through RaccoonPay.

Can I refund a payment charged with the old version of RaccoonPay if RaccoonPay 2.0 is already active?

No, because the payment service provider in RaccoonPay 2.0 is different from the old version. When you try to make the refund, you will get the error "Failed to initiate refund". In this case, you should contact our support team, indicating the reservation number and the amount to be refunded so that we can force the refund directly with the payment provider. 

Is there a limit to the amount or number of refunds I can do?

No, you can do as many refunds as you need. You must be aware that this has an impact in your payout amount.

How do refunds affect my payouts?

You have a balance account to which payments are added and, after deducting the respective fees, you are paid out weekly on Wednesdays. Any amount refunded will then be deducted from that balance account. 

In the event that the amount of the refund(s) is greater than the payments you have to receive, you will be left with a negative balance. This means that you will have nothing to receive at the next payout. For example, you have 100€ to be paid out, but you make refunds that total 150€. This leaves you with a negative balance of -50€, therefore nothing to receive.

How can I cancel a refund request I have made in by mistake?

It is not possible to cancel a refund. This action is definite.

How will I know when a refund has been successfully processed?

The payments status in RaccoonPay tab will change from “paid” to “refunded”. This refund will also be reflected in the respective reservation.