This guide explains how to process refunds for online payments in Bookit. Refunding payments correctly ensures accurate financial records, maintains guest satisfaction, and helps you manage cancellations or booking changes professionally.

Refunding Online Payments

The booking screen allows you to refund any payments, in full or partially, made via Bookeasy Pay, or other gateways where Automated Refunds has been applied.

Note: A one-off configuration fee applies for gateways other than Bookeasy Pay. Please contact our support team to discuss. 

1. Navigate to the left-hand menu (3 lines in the top left hand corner) 
2. Enter the customer surname, booking number or itinerary number under Reservations Search
3. Click Enter
4. The booking will display with the itinerary/bookingID in the first column
5. Click on the appropriate Itinerary/BookingID
6. A pop up will appear with the booking
7. Click on the Payments tab
8. Any payments via your online payment gateway will display as line items
9. Click Refund on the right hand of the payment to be refunded
10. A pop up will appear with details of the payment, and the action required
11. The full amount available to refund displays > edit this amount if you wish to refund less
    1. If you do not wish to refund the payment processing fee, manually deduct this from the Amount to Refund
12. Click Refund
13. A pop up will appear - Enter the password you use when you login to your console
14. Click Refund Payment
15. An alert will show Refund Successful as appropriate
16. Click OK
17. An extra payment line will display with a receipt number and the amount equaling the amount refunded, with a negative sign
18. To cancel the booking, click on the Reservation tab
19. Change Status tab from Confirmed to Cancelled > Save Changes & Payments

Note: The Refund button is unclickable if the original payment has been refunded in full.

Note:  Refunds may also fail if the guest's credit card has been cancelled by the guest or their bank.