Use the refund action in Moovs to return all or part of a payment. Canceling a trip or booking does not issue a refund automatically.
Refund a payment on a reservation
Open the reservation and select the trip connected to the payment.
Select Edit Trip, then open the Money tab.
In Payments, find the successful payment, open the three-dot menu, and select Refund.
Enter the refund amount and an optional note, then select Refund.
The amount must be greater than $0 and cannot exceed the remaining refundable amount for that payment. If a reservation has multiple payments or trips, refund each applicable payment from the trip where it was recorded.
Card payments and externally recorded payments
Card payment: Moovs sends the refund to the original card. It cannot be redirected to a different card or bank account.
Cash or another externally recorded payment: Moovs records the refund in the trip's payment history, but it does not move funds outside Moovs. Return the money to the customer separately using the appropriate external method.
Refund a fixed-schedule shuttle booking
Open the fixed-schedule shuttle route and select the booking.
In the booking's Payments section, find the collected payment and open its three-dot menu.
Select Refund, enter an amount up to the displayed refundable amount, add an optional note, and confirm.
Shuttle refunds return funds to the original payment method. The refundable amount is limited to what that booking was allocated from the payment, minus successful refunds already issued.
What refund statuses mean
Reservation refunds
FULL: The refund equals the payment amount recorded for that trip.
PARTIAL: The refund is less than that payment amount.
FAILED: The refund was not completed.
FULL and PARTIAL describe the amount recorded in Moovs. They do not confirm that the credit has appeared on the customer's bank statement.
Fixed-schedule shuttle refunds
PENDING: The payment provider is still processing the refund.
FULL: The refund request succeeded. Check the displayed refund amount to confirm how much was returned; on the shuttle payment screen, FULL is the success label for the refund entry and does not necessarily mean the entire booking was refunded.
FAILED or CANCELLED: The refund was not completed.
If a refund shows FAILED or CANCELLED, or remains PENDING unexpectedly, select the ? in the Operator portal and start a chat with the Support team before trying to return the money another way.
Refund balance errors
Before creating a card refund, Moovs checks the connected payment account's current available balance against the minimum refund balance allowed for the account.
If the balance is below that minimum, Moovs blocks the refund before creating a local or payment-provider refund record and displays:
Your available balance is below the minimum required to issue refunds. Contact Moovs Support for assistance.
If you see this message, select the ? in the Operator portal and start a chat with the Support team. Do not send a second refund outside Moovs unless Support confirms the original attempt did not create a refund.
If Moovs says it is unable to verify your available refund balance, wait briefly and try again. If the error continues, contact Support through the ?.
When will the customer see a card refund?
When Moovs reports that the card refund was created successfully, the refund request has been submitted to the payment provider. The customer's bank or card issuer controls when it appears on the statement.
Card refunds generally appear within approximately 5 to 10 business days, depending on the bank. A refund issued soon after the original charge can appear as a reversal: the original charge disappears instead of a separate refund credit appearing.
If the customer cannot find the refund after 10 business days, ask them to check whether the original charge disappeared and contact their card issuer. Then select the ? in the Operator portal and chat with Support if you need help verifying the Moovs transaction.
Do not refund an open dispute separately
A dispute and a refund can both return funds to the cardholder. Do not issue a separate refund while a dispute is open. See Chargebacks and inquiries for guidance.