Issue refunds from POS or Venue Manager, refund to a gift card and track refund activity in your reports. Use the guides below to find the workflow you need.
What you can do
Issue a full or partial refund from POS or Venue Manager.
Refund to a gift card instead of the original payment method.
Troubleshoot why a refund wasn't what a guest expected.
Track refund activity in your reports.
Issue a refund
Refund a booking from POS — full or partial refund at POS, including permissions and PIN settings.
Refund bookings from Venue Manager — full or partial refund from a booking record, including past bookings.
Refund to a gift card
Refund bookings to gift cards — set up and issue refunds to new or existing gift cards.
Troubleshoot a refund
Why did my guest not receive a full refund? — the booking total excludes tips.
Why can't I edit or refund a booking in the past? — update your booking modification settings.
Can I give a refund if the guest does not have a receipt? — find the booking using the Detailed Transactions report.
Refund to credit card after gift card refund — contact the support team to process this manually.
Track and document refunds
Detailed Transactions report — view and filter all refunds processed over a period.
Stock movement report — view and filter all refunds and the reason for the refunds over a period.
How do I request a refund letter? — submit a request to the support team.
To learn more, see the guide How ROLLER Payments handles settlements, payouts and refunds.