Full Refunds
To process a full refund please follow the steps below
In the side navigation bar go to Financials and then to Bookings
1. Find the entry to be refunded using the search - the year search can be change to
All if going back into 2021
2. Once you have found the entry, click on the button with the 3 dots and the refund
option is to refund that entry in Full
If you want to check the booking before refunding in Full click the Edit Booking option to open the Booking, check it's the right one and then you have a Full Refund option at the top of the Booking page.
Partial Refunds
If you only want to refund one item on a Booking you need to find the booking like above and click to edit the booking
Once the Booking is open go to the item that you want to refund and using the button with the 3 dots select Refund Item, this will then only refund that item and not the rest of the booking - once processed it will confirm with a message and show in red below the item to indicate it has refunded that item only.
Custom Refunds
On the Premium and Professional packages you have the option to refund a booking in full but retain an admin fee.
The feature means you can retain a % or a flat amount for the work involved in facilitating a refund of a booking.
The small monthly fee for the packages will soon be covered by the payments retained, and you will also have access to all the other benefits of these 2 packages!
IMPORTANT NOTE: This is a FULL REFUND OF ALL ITEMS AND SERVICES BOOKED, the only difference is you can retain an admin fee.
As a Premium or Professional package user already, these are the steps you need to take to refund all items but retain a fee:
Locate the booking you want to refund
Use either the 3 dots to the right of the booking or select Full Refund at the top of the page when in the booking
You will be given 3 choices:
Cancel (if you want to abort the process)
Customisable Full Refund (retain a fee)
Full refund (proceed to refund in full with no fee retained)
Select Customisable Full Refund - a warning message will advise that all items will be refunded:
Professional package users can refund to Credit or Stripe:
On the Refund Booking screen you input the details of what % or what flat amount you want to refund
The Total Refundable is the maximum amount available to refund:
You can manually select a % or use one of the preset loaded ones
OR you can input the exact amount you want to be refunded
The total amount of the booking shows in the top right of this box to help you
You can also add an internal note to the refund
Once happy with the details confirm by clicking the Refund button
The booking will now show as refunded and the Admin fee is detailed on the summary:
On the Event Summary report the Items will also show as refunded but the retained fee will be detailed in the Income section:
And also on the HM transactions report: