---
title: "How do I request a refund letter?"
slug: "how-do-i-request-a-refund-letter"
updated: 2026-09-23T22:26:14Z
published: 2026-09-23T22:26:14Z
canonical: "mysupport.roller.software/how-do-i-request-a-refund-letter"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://mysupport.roller.software/llms.txt
> Use this file to discover all available pages before exploring further.

# How do I request a refund letter?

## Introduction

You may need to issue a refund letter to formally document a refund due to reasons like guest dissatisfaction, event cancellations or payment method issues.

Refund letters also provide clarity for guests and ensure compliance with refund policies.

## Solution

To acquire a refund letter for a transaction through ROLLER, submit a request to the ROLLER Support team. Our team can issue you a refund letter after receiving relevant information detailed in the steps below.

## Request a refund letter from ROLLER support

1. [Submit a ticket](https://helpcenter.roller.software/s/) to ROLLER support.
2. Include your contact information.
3. In the **Description** field, include:
  1. Guest name
  2. Booking ID
  3. Transaction amount
  4. Last 4 digits of the guest’s credit card. **Do not include the full credit card details** to stay PCI compliant.
4. [Optional] Select **Upload Files** and select relevant files, such as a screenshot of the [booking activity screen](/v1/docs/manage-a-booking-from-its-activity-stream).
5. Select **Submit**.

## Related

- [Refund bookings from POS](/refund-bookings-from-pos.md)
- [Refund bookings from Venue Manager](/refund-bookings-from-venue-manager.md)
- [Why can't I edit or refund a booking in the past?](/why-can-t-i-edit-or-refund-a-booking-in-the-past.md)
- [Refund to credit card after gift card refund](/refund-to-credit-card-after-gift-card-refund.md)
- [Manage chargebacks with ROLLER Payments](/manage-chargebacks-with-roller-payments.md)