How do I request a refund letter?

Introduction

You may need to issue a refund letter to formally document a refund due to reasons like guest dissatisfaction, event cancellations or payment method issues. 

Refund letters also provide clarity for guests and ensure compliance with refund policies.

Solution

To acquire a refund letter for a transaction through ROLLER, submit a request to the ROLLER Support team. Our team can issue you a refund letter after receiving relevant information detailed in the steps below.

Request a refund letter from ROLLER support

1. Submit a ticket to ROLLER support.
2. Include your contact information.
3. In the Description field, include:
   1. Guest name
   2. Booking ID
   3. Transaction amount
   4. 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.
5. Select Submit.

Learn more

• Refund bookings from POS
• Refund bookings from Venue Manager
• Why can’t I edit or refund a booking in the past?