How to refund from the reservation

1. Open the reservation and click on the button Refund of the payment you wish to refund. 
   
2. A small window will open for you to insert the amount you wish to refund. Press the button Refund.

Important: do not click the refund button several times before the status updates when making partial refunds, otherwise you will be doing multiple refunds.

How to refund from the RaccoonPay dashboard

This refund process may be used for online payments and for card machine payments.

1. Go to Payments module Search for the reservation or amount of the payment you wish to refund and open the payment detail.
   
2. Insert the amount you wish to refund and click on the button Refund.
   

Important: do not click the refund button several times before the status updates when making partial refunds, otherwise you will be doing multiple refunds.

Card machine refunds

Guests who pay in person using the RaccoonPay card machine can now be refunded via the RoomRaccoon platform, following the same process as above. Even though the refund is processed from within the system, the card machine must be turned on and connected to the wifi for the refund to be successful.

Important: only transactions registered after June 3, 2024, can be refunded via this functionality. For earlier transactions, don't hesitate to contact support for assistance.

Good to know

• Refunds can only be made after 24 hours from the time the card was charged. 

• You have the option to make a refund for the full or partial amount of your choice.

• The amount will not be debited from your bank account, but will be deducted from the next payout. 

• To know more about refunds, click on the article RaccoonPay Refunds - Frequently Asked Questions