---
title: "Refund bookings from Venue Manager"
slug: "refund-bookings-from-venue-manager"
updated: 2026-06-16T15:06:24Z
published: 2026-06-16T15:06:24Z
canonical: "mysupport.roller.software/refund-bookings-from-venue-manager"
---

> ## 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.

# Refund bookings from Venue Manager

Sometimes, it may be necessary to refund bookings from Venue Manager (depending on your venue's refund policy).

This guide walks through how to perform a full or partial refund of a booking in Venue Manager.

## Key considerations

Below, we've listed some key considerations before you refund a booking in Venue Manager.

- You cannot refund more than the purchase amount.
- Credit card refunds can take 3-5 business days to return the funds to the cardholder's account.
- To refund past bookings, you must [enable a specific venue setting](/v1/docs/restrict-past-booking-modifications) that allows you to modify past bookings. Otherwise, this action will be blocked.
- When refunding past bookings, a custom amount refund will cancel the booking. Refund specific items if you do **not** wish to cancel.
- **Once a booking has been canceled, this action cannot be reversed or undone. ROLLER best practice is to create a new booking.**

## Issue a refund from Venue Manager

[Embedded content](https://fast.wistia.com/embed/iframe/68fyq4qymv)

> [!NOTE]
> The [permission](/v1/docs/create-and-manage-staff-roles-and-permissions) **Can refund** is required to issue a refund in Venue Manager. This permission is enabled by default for administrator and manager system roles.

1. From **Venue Manager**, [search for and select](/v1/docs/search-for-bookings-guests-or-members-from-venue-manager) the booking that requires a refund.
2. Select the **options menu** (3 dots) at the top right of the page and select **Refund** from the drop-down options.
3. Select the **Refund type** from the drop-down menu:
  - **Refund booking items** enables you to select specific booking items to refund.
  - **Refund amount** enables you to refund a custom value. Refunding a past booking will force booking cancelation to update revenue data correctly.
4. Select **Continue.**
5. Under **Refund payment**, select your **Refund method** from the drop-down list. We recommend using the same method as the original purchase:
  - Credit card - You can refund the guest's credit card directly with ROLLER Payments.
  - Cash
  - Cheque
  - Bank transfer
  - Gift card (see the section **Issue refunds to new or existing gift cards** below)
6. Add a **Note** describing the reason for the refund.
7. If you want to cancel the booking after the refund is processed, select the checkbox **Cancel booking once refund is processed**. The spaces will be available for sale again. So that you know, a canceled booking won't be reactivated.
8. Once you have confirmed the total value of the refund, select **Refund.**

> [!NOTE]
> If the booking has been imported from a previous system, you cannot process its refund via ROLLER payments.

### Issue a refund for a past booking

You'll first need to enable this action in your venue settings to allow refunds for past bookings. Follow the steps below.

1. From Venue Manager, go to **Settings** > **Account** > **Venue settings**.
2. Scroll down to **Bookings & inquiries**.
3. Select **Unlock to make changes**.
4. Under **Booking modifications**, select **Allow all modifications** from the dropdown.
5. Then select **Save**.

Once this is done, you can edit past bookings and issue refunds.

> [!NOTE]
> If you want to restrict who can edit past bookings, you can edit your [staff roles](/v1/docs/create-and-manage-staff-roles-and-permissions). Deselect the **Can edit past bookings** option.

## Issue refunds to new or existing gift cards

You can issue refunds to new or existing gift cards.

| **Issue refund to new gift card** | Ensure your venue has [enabled issuing refunds to new gift cards](/v1/docs/refund-bookings-to-gift-cards). Note: Booking holder details are required for refunds to digital gift cards. |
| --- | --- |
| **Issue a refund to an existing gift card** | If the gift card has expired, the refund will be applied, but it is unusable without extending the expiry date. |

## ![Screen_Shot_2021-05-21_at_10.33.12_am.png](https://cdn.us.document360.io/23700755-951c-4b69-8afe-ec8b33c6c689/Images/Documentation/360007438435.png)View a refund

### View refunds in the booking activity stream

Venue Manager will include the refund in the booking activity stream.

![Screen_Shot_2021-05-21_at_4.04.56_pm.png](https://cdn.us.document360.io/23700755-951c-4b69-8afe-ec8b33c6c689/Images/Documentation/7181492888207.png)

### View refunds in reports.

Refunds are listed in the [Detailed transactions report](/v1/docs/detailed-transactions-report).

## Related

- [Edit bookings from Venue Manager](/edit-bookings-from-venue-manager.md)
- [Send and manage invoices](/send-and-manage-invoices.md)
- [Choose and order ROLLER Payments terminals](/choose-and-order-roller-payments-terminals.md)
- [Integrate your Shift4/Smartpay Connect terminal with ROLLER POS (New Zealand)](/integrate-your-shift4-smartpay-connect-terminal-with-roller-pos-new-zealand.md)
- [Restrict past booking modifications](/restrict-past-booking-modifications.md)