There are two different ways to submit a refund on a booking in Check Cherry - credit card refunds and manual refunds.
Credit card refunds can only be issued back to the card they were originally billed to; you can process these refunds through your Check Cherry Payments account or your integrated Stripe or Square account.
Manual refunds can be processed in Check Cherry but cannot be processed through Check Cherry. An example of a manual refund is a check payment; if a client paid via check and you owe them a refund, you can create a manual refund in Check Cherry, but you will need to send the payment via check or another method that you and your client have agreed upon.
Can I submit a partial refund?
Yes. If you only need to refund part of a client payment, you can do so. Go to the booking you want to create the refund for and click on the Invoice tab.
In the Payments box in the upper right, for a credit card refund, click Start a Refund.
When you choose to issue a refund via credit card, you will have an additional step to add a credit note to the booking in order to reduce the outstanding balance by the amount of the refund. If you are refunding the entire booking, this will set the balance back to zero.
How do I refund a manual payment?
To issue a refund on a manual payment, go to the Invoice tab of the booking, click the Add Payment button in the Payments box, and select Record Manual Refund.
Can I cancel a credit card refund?
Unfortunately there's not a lot that can be done on your end or our end. For fraud and security reasons, refunds can only be issued to the card that was used to make a payment. And once a refund has been issued, there is not a way to cancel it. So at this point that money is already on its way to the customer's bank, and the next step will depend on how the bank chooses to handle it.
If the customer still has a relationship with the bank, the funds will likely still reach them. For instance if they had to change account numbers but are continuing to use that provider, they will likely just forward the money to the correct account.
If the customer has completely closed their account and no longer has any relationship with the bank, then one of two things might happen:
The bank might accept the funds anyway, and make an effort to get them by sending a check
Or the bank might reject the refund and you will eventually get the funds deposited back into your account.
We recommend you keep an eye out for the funds "bouncing" back over the next week or so. If they do, you will have to issue the refund via other means such as sending them a check. We would not recommend issuing another refund until and unless you receive the funds back though.
If the funds do not come back to you then the customer is going to have to contact their bank for more information.
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