Within our booking system, refunds can be processed in two ways:
Manually through your own bank
Automatically through Mollie or Stripe
The method you use depends on the payment method used by the guest. In this article, you'll learn how both methods work and what to consider when processing a refund.
Manual refund
A manual refund is required when a guest has paid by direct bank transfer or through a payment method that does not support automatic refunds.
Step 1: Process the refund through you bank
First, complete the refund through your own online banking environment or banking app.
Step 2: Register the refund in our booking system
Open the relevant reservation.
Click Transactions at the top of the reservation.
Open the Refunds tab.
Select the payment method 'Direct bank transfer'.
Enter the refund amount.
Click Add refund.
The system assumes that the refund has already been processed through your bank and will therefore automatically set the status to Refunded.
Automatic refund via Mollie or Stripe
Has the guest paid online through Mollie or Stripe? If so, you can process the refund directly from within our booking system.
Step 1: Select the payment
Open the reservation.
Click Transactions at the top of the reservation.
Open the Refunds tab.
Select the online payment you want to refund.
Step 2: Process the refund
Enter the refund amount.
Click Automatically refund.
Our booking system will now automatically send a refund request to Mollie or Stripe. The refund is generally processed within 1 to 2 business days.
Important: Do not use this method if you have already refunded the payment manually. This prevents a guest from receiving the refund twice.
Administrative Processing
The refund is booked to the clearing account of Mollie or Stripe.
The amount is deducted from the available balance in your Mollie or Stripe account.
Additional Information
Cancelling an automatic refund
An automatic refund can only be cancelled during the 1–2 day processing period. Once the amount has been refunded to the guest, the refund can no longer be reversed.
Sufficient balance required
An automatic refund can only be processed if there is sufficient balance available in your Mollie or Stripe account.
If your balance is insufficient, wait for new payments to arrive or manually top up your balance.
Refund period (180 Days)
Online payments can be automatically refunded up to 180 days after the original transaction.
After this period, the refund must be processed manually through your bank.
Problems with an automatic refund?
Try the following:
Refresh the payment using the update icon next to the transaction.
Check the available balance in Mollie or Stripe.
Top up your balance if necessary.