Refunding a payment

This article shows you the Payments screen — where you see every payment for your business, and how to refund a customer.

The Payments screen

1. Open Payments in the menu. You see every payment attempt, newest first — one row per attempt. A customer whose card was declined once and then succeeded shows two rows.
2. Each row shows the Guest (the email of the person who paid), the Reservation (the booking, as a link), the Amount, the State, how much has been Refunded, and when it was Created.
3. Press the link in the Reservation column to open the booking.
4. The list shows one page at a time. Press Load more to see older payments. When you see “All payments loaded.”, there is nothing more.

📸 Screenshot to add: the Payments screen with the payment list

In a space workspace, the column heading still says Guest and Reservation. These mean the attendee and the booking.

Note

The Payments screen lists card payment attempts. A booking you create yourself in the dashboard has no row here, because you record it as paid offline and no card payment is made.

Refund a customer

A Refund button shows only on a payment that can still be refunded: a payment that succeeded and still has money left on it. A payment that failed, or was already refunded in full, has no button.

1. Find the payment and press Refund.
2. Choose one of two options:
   • Refund the full remaining amount — sends back whatever is left on this payment. The amount shows next to the option.
   • Refund a specific amount — type an amount up to what is left. Use this for a partial refund, for example when a customer cancels one hour of a longer booking.
3. Read the line that states the exact amount and the booking it applies to, in the form “Refund (amount) to reservation (booking ID).”
4. Press Confirm refund. To stop, press Never mind.

📸 Screenshot to add: the refund panel open on a payment row

The money goes back to the customer’s original payment method automatically. You do not handle it by hand, and there is no separate step on Stripe’s side.

How to know it worked: the Refunded column on that row updates, and a green message “Refund of” and the amount “confirmed.” appears below the table.

If you type an amount that is zero or more than what is left, the form tells you, and nothing is sent. Only a workspace admin can refund.

Cancelling and refunding are separate actions

Cancelling a booking on the Bookings screen does not refund the customer automatically. If a customer cancels a paid booking, cancel it on Bookings, then come here to refund.

Next steps

• Managing bookings — cancel or mark a no-show before you refund.