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How to Refund a Canceled Booking

Refund a client after canceling a booking — canceled bookings use Refund as compensation from the Payment Summary.

If you canceled a trip — for weather, illness, or any other reason — and didn't refund the client at the time, you can still refund them later. Whether you refund, and how much, depends on your cancellation policy and what you agreed with the client.

Haven't canceled yet? Refund when you cancel, in the Confirm Cancellation window. See How To Cancel a Booking. Use the steps below if you canceled without refunding, left the refund amount at $0, or refunded less than you meant to.

Which Refund Method to Use

Refund a canceled booking with Refund as compensation. Canceling settles the booking's invoice balance, so the other two methods have nothing to refund against:

  • Reverse a charge shows No charges to reverse.

  • Refund and adjust balance shows Nothing paid toward the balance yet.

How to Refund a Canceled Booking

  1. Click Bookings in the left sidebar, then click the Canceled tab and click the booking to open it.

  2. Scroll to the Payment Summary box and click Refund at the bottom-left.

  3. Under How would you like to issue this refund?, select Refund as compensation, then click Next.

  4. Under Refund settings, enter the Amount to refund for each client. The amount starts at $0. For a full refund, enter the Balance shown for the payment method, which includes fees. To send the refund into a client's wallet as credit instead, turn on Refund into a client's wallet.

  5. Review the Summary, then click Confirm refund $X.XX.

After You Refund

The booking's Payment Retained status changes to Refunded after a full refund, or Partially Refunded after a partial one.

In the Payment Summary, the total you refunded appears as Refunded Amount. Fees paid still shows the fees the client originally paid, even if you refunded them — they're included in the Refunded Amount.

Note: Unless you refund into a client's wallet, 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. Refunds into a wallet are added to the client's wallet right away. See How to Refund into a Client's Wallet.

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