How to refund from the reservation

1. Open the reservation and click on the button Show of the payment you wish to refund. It will redirect you to the payment detail page.
   
   
   
2. Write the amount to be refunded in the box under Refund payment and click on the button Refund. If you receive the orange message Refund has been queued, it means the refund request is queued to be processed and the payment status should update to Refunded within a few minutes.
   

How to refund from the RaccoonPay dashboard

1. Go to Payments module Search for the reservation or amount of the payment you wish to refund and open the payment detail.
   
   
2. Proceed as per the point 2 above.

How to refund from the card terminal directly

For payments processed through RaccoonPay's old version card terminal, refunds must be initiated through the system following the provided instructions. Direct refunds from the card terminal are not supported.

For payments processed through RaccoonPay 2.0 card terminal, refunds can currently only be processed directly from the terminal itself. The option to refund through the system is currently under development and will be available soon. For this refund, the cardholder must be present to provide you with the credit card.

Step-by-step:

1. Click on the Transactions icon on the bottom left of the card terminal
2. Insert the Transactions passcode to access this menu.
3. Select the option New transaction > Refund and insert the refund passcode requested. Proceed with the refund.

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. 

• Card terminal refunds are only possible when the cardholder is present. If the guest has already left, please submit a ticket to our support team with the relevant information.

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