Refunds are an important part of the booking and payment management on our platform. To ensure transparency and efficiency in this process, we have established a simple and efficient operation:
From the "Sales" tab, by clicking on one of them we find a "Refund" button. By clicking on it, the total amount of the reservation will appear by default, being possible to modify it to make partial refunds.
Once the refund has been made, the refunded amount is displayed as a summary:
Payments via Stripe
After setting an amount, the applicable agency fees will be displayed. It is essential to understand that payment fees are not refunded in any case. Furthermore, these fees are not dependent on the account's fee settings, whether they are borne by the agency or the customer.
If less than 15 days have passed since the payment: the agency will be charged only the MOGU commission corresponding to that payment. The client is refunded the exact amount defined by the agency.
If more than 15 days have passed: the MOGU commission plus an extra charge of €6 will be applied to the agency. The client is refunded the exact amount defined by the agency.
The money may take several days (between 5 and 10 working days) to reach your client's bank account.
Payments via virtual POS
If the payment you want to refund has been made through your POS, there is no cost associated with this action.
Your customer will receive the refund within a few days, depending on the agency's bank.