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 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

1. From Venue Manager, search for and select 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.

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.

Issue refunds to new or existing gift cards

You can issue refunds to new or existing gift cards.

View a refund

View refunds in the booking activity stream

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

View refunds in reports.

Refunds are listed in the Detailed transactions report.