Problem
While offering a gift card as a refund can work in many cases, 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. Our team can process the refund manually.
This refund will not appear in your Venue Manager's Detailed Transactions report. It will show only in the ROLLER Payments report. To keep your records clean, add a note to the canceled booking.
Request ROLLER support refund a canceled booking
- Submit a ticket to ROLLER support.
- Include your contact information.
- 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.
- (Optional) Select Upload files and select relevant files, such as a screenshot of the booking activity screen.
- Select Submit.
Add a note to the canceled booking
- From Venue Manager, go to Bookings > All bookings.
- Search for the booking name or booking number.
- Select the booking from the search results.
- From the Details tab, select the Booking notes option.
- Enter the refund amount, date and ticket number into the booking notes.