When a client cancels or you need to issue a refund, you can refund them directly from the booking.
On a phone? Refund is in the booking's actions menu, not the Payment Summary. See Refunding from a Phone below.
Changing the booking first? If you need to remove a date, experience, or guests, or change a price before refunding, edit the booking instead — Brindlechute calculates the refund for you. See How to Handle a Partial Cancellation or How to Override Prices on a Booking.
How to Refund a Booking
Open the booking from the Bookings tab, or click the trip on the Calendar or Trips tab and select Manage Booking.
Scroll to the Payment Summary box and click Refund at the bottom-left.
Under How would you like to issue this refund?, choose a method:
Reverse a charge (affects invoice balance) — reverses a charge on the invoice and returns money to the original payment method. You can refund part of it, for example to keep a cancellation fee.
Refund and adjust balance — refunds the client and reduces the remaining balance by the refund amount. Check No, I just want to provide a refund and decrease the invoice balance to continue.
Refund as compensation (does not affect invoice balance) — a courtesy refund that leaves the invoice unchanged.
Click Next.
Set the refund under Refund settings. For Reverse a charge, check each charge you want to reverse. For the other methods, enter the refund amount. If more than one client paid, each has their own section.
Review the Summary, then click Confirm refund $X.XX.
For what each method does and when to use it, see Understanding Refund Methods.
Note: Refunds are processed on the original payment methods. It may take 5–15 business days for the funds to appear on your guest's account. Card payments can be refunded long after the original charge; ACH payments can be refunded within 180 days. See Is There a Time Limit for Refunds?
Refunding from a Phone
On a phone, Refund is in the booking's actions menu, not the Payment Summary. The steps are the same on iPhone and Android.
On the Trip Calendar, tap the date of the trip. The calendar switches to the day view.
Tap the trip, then tap Manage Booking.
On the Booking Detail page, tap the menu button at the bottom-left of the screen, next to Pay guides (if guides haven't been paid yet).
Tap Refund.
Choose a refund method. For Refund and adjust balance, check No, I just want to provide a refund and decrease the invoice balance.
Tap Next, set the refund amount, and tap Confirm refund $X.XX.
Related:
Is There a Time Limit for Refunds? — card and ACH refund windows
Understanding the Confirm Update to Booking Window — refunding after you edit a booking
How To Cancel a Booking — cancel and refund in one step