This article tells you how to refund a payment to the guest.


Direct/VRBO/Stayz/HomeAway Bookings


If the payment has been made by credit card via Stripe, then you can refund the Stripe payment from directly within the booking.


Stripe Refunds:


Go to the Charges & Payments section of the booking. Click on the Stripe button underneath the payments section.



All Stripe transaction will then appear when the window refreshes. Select the payment that you want to refund and click on the Refund button. A window will appear at the top of your screen. Edit the refund amount if you are not refunding that payment in full and then click on the OK button.



The refund will then appear in the Payments section. The payment will also show as refunded in the Stripe section, and the refunded amount will show in the final column:



EFT Refunds:

If you need to refund an EFT payment, it is a 3-stage process. First, you need to send the money to the guest by bank transfer via your bank. Second, you need to add that refund payment to Felix. Go to the Charges & Payments section of the booking. Scroll down to Payments and add the negative refund in the first available line with the down arrow next to it. Enter the text 'Refund via EFT', then add the refund amount as a negative figure in the price column, then click on the plus icon to add the refund.


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Third, you need to ensure that the invoice balances with the revised payments. This will involve reducing the booking cost by the amount of the refund. Go to the Charges section add the negative refund in the first available line with the down arrow next to it. Enter the text 'Refund [plus a description of why the refund was processed]', then add the refund amount as a negative figure in the price column, then click on the plus icon to add the negative charge:


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Airbnb Bookings


If you need to refund a payment for an Airbnb booking, it is best to complete the refund payment via Airbnb. You can read more about this here.


Go to the booking, then scroll down the Reservation Details' on the right hand side of the page until you get to the section where you find 'Send or request money'. Choose to 'Send money', then follow the prompts to complete the process:


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Once the refund has been processed, you need to follow the same procedure as above for entering the refund payment and the refund charge item.


Please note, once you make any changes to an Airbnb booking, in order to avoid the next sync of the booking with Airbnb wiping those changes away, you need to stop future syncs. Go to the 'Details' tab of the booking, scroll down to the 'Allow Channel Modifications' section and change the setting to 'No'.


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Alternatively, if the booking hasn't yet checked out, you can choose to 'change or cancel the booking' in Airbnb instead of sending money. Any changes made in that process will update to the booking within beds24. There is another alternative refund method listed in the related articles as the bottom of this page.


Booking.com Bookings


For Booking.com, the process is the same as for direct or VRBO bookings, but you need to turn off the 'Allow Channel Modifications' setting as per the Airbnb instructions above.