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How to refund your customers through your payment provider

Anni avatar
Written by Anni
Updated over a week ago

✨ Please note: Payments are available on the Lite plan or above.

This article covers:

Refund Overview

If a customer cancels their booking, we will automatically show the booking as requiring a refund on your Bookings tab. For example:

We won't automatically refund a customer when you or they cancel to give you complete control over your bookings. This means you manually control when a customer receives a refund and the amount to refund.

How to create a refund

Open your Bookings tab and select the booking you'd like to action a refund for by selecting the booking reference code:

Select the View payment link:

Selecting this link takes you through to this payment on the website of your chosen payment provider (you may need to log into your payment provider account).

You can then process the refund:

πŸ‘‰ You can transfer their ticket or provide the customer with credit in the form of a unique discount code instead of refunding (on the Lite plan and above).

Recording a refund within Bookwhen

Issuing a refund through your payment provider doesn't translate to the booking on Bookwhen. If you'd like to record a refund on Bookwhen, cancel the ticket or booking (depending on what needs to be cancelled).

  • Cancel ticket: Under the attendee information, this option only cancels that ticket. Choose this option if there are multiple tickets on the booking, and you only cancel a specific one.

  • Cancel this booking: Under Options, this option cancels the entire booking, including all tickets within the booking.

Once cancelled, you will have the option to Record refund:

Once selected, you will then be able to record the Refund amount, when it was Received on, the Payment type, and a space for any Notes you may wish to add that may come in handy for future reference:

πŸ‘‰ The Refund amount section is handy if you would only like to refund partially.

Useful links for issuing partial refunds on a payment provider

⚠️ Please note: Recording a refund from within Bookwhen won't trigger anything within your payment provider. You will always need to refund manually through them to refund your customer.

Worldpay refunds

From October 14th, 2022, Worldpay began updating its payment provider, which means that there are now two ways to issue refunds.

  1. How you issue refunds will depend on the date the payment was taken from your customer and when you migrated to the new provider. If you have recently migrated and started to take payments via the new Worldpay payment provider (CyberSource), you will need to issue refunds through your new Enterprise Business Centre dashboard.

  2. Any payments taken before your migration date would have been collected via the old Worldpay payment provider (WPOP). You will need to issue refunds for existing payments through your old WPOP account. This was available until November 28th, 2022, after which WPOP was closed and access revoked.

πŸ’¬ Any questions or feedback? There are two ways to get in touch:

Thank you! πŸ•Ί

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