---
title: "Refund to credit card after gift card refund"
slug: "refund-to-credit-card-after-gift-card-refund"
updated: 2026-07-14T21:18:19Z
published: 2026-07-14T21:18:19Z
canonical: "mysupport.roller.software/refund-to-credit-card-after-gift-card-refund"
---

> ## 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 to credit card after gift card refund

## Problem

[While offering a gift card as a refund can work in many cases](/v1/docs/issue-a-physical-gift-card-at-pos#h_01HCGXSRVA17M2YWMA493PSYHS), it may not meet every guest’s needs. **Once a booking is refunded using a gift card, you can’t refund the guest’s credit card directly through Venue Manager.**

## Solution

To refund a canceled booking back to the guest’s credit card, submit a request to the [support team](/v1/docs/contact-roller-support). Our team can process the refund manually.

> [!WARNING]
> This refund will not appear in your Venue Manager's [Detailed Transactions report](/v1/docs/detailed-transactions-report). It will show only in the [ROLLER Payments report](/v1/docs/roller-payments-reports-overview). To keep your records clean, add a note to the canceled booking.

## Request ROLLER support refund a canceled booking

1. [Submit a ticket](https://helpcenter.roller.software/s/) to ROLLER support.
2. Include your contact information.
3. In the **Description** field, include:
  - Guest name
  - Booking ID
  - Transaction amount
  - 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**.

## Add a note to the canceled booking

1. From Venue Manager, go to **Bookings** > **All bookings**.
2. Search for the booking name or booking number.
3. Select the booking from the search results.
4. From the **Details** tab, select the **Booking notes** option.
5. Enter the refund amount, date and ticket number into the booking notes.

## Learn more

- [Can I reactivate a canceled booking?](/v1/docs/can-i-reactivate-a-canceled-booking)
- [Refund bookings from Venue Manager](/v1/docs/refund-bookings-from-venue-manager#h_01HAB2FD9GVPZ3W81A8KAERP5B)
- [Detailed Transactions report](/v1/docs/detailed-transactions-report)
- [ROLLER Payments report overview](/v1/docs/roller-payments-reports-overview)
- [Issue a physical gift card at POS](/v1/docs/issue-a-physical-gift-card-at-pos#h_01HCGXSRVA17M2YWMA493PSYHS)

## Related

- [Detailed Transactions report](/detailed-transactions-report.md)
- [Can I reactivate a canceled booking?](/can-i-reactivate-a-canceled-booking.md)
- [ROLLER + Amusement Connect cashless card integration](/roller-amusement-connect-cashless-card-integration.md)
- [Refund bookings from Venue Manager](/refund-bookings-from-venue-manager.md)
- [Apply credit to a recurring payment membership](/applying-credit-to-a-recurring-payment-membership.md)