In our booking system, refunds can be processed in two ways. Which method you use depends on how the original payment was received.
When do you refund via Mollie?
If the guest paid online through Mollie, the payment is automatically added to the reservation and can be refunded through Mollie. You can recognize an online payment by the payment source shown with the transaction.
Examples of Mollie payment methods include:
iDEAL
Bancontact
Giropay
EPS
Przelewy24
SEPA bank transfer
KBC/CBC Payment Button
Belfius Direct Net
PayPal
Credit card
Carte Blanche
Apple Pay
For more information about processing a refund, read the article Processing refunds.
When do you use an administrative refund?
If a payment was added manually to our booking system, it cannot be refunded automatically through Mollie.
This applies, for example, to:
direct bank transfers;
cash payments;
card terminal payments;
imported payments;
payments via Booking.com, when added manually.
In this case, first refund the amount to the guest outside our booking system. Then process the refund administratively on the reservation.
Problems with a Mollie refund
If you are unable to refund an online payment, check the following:
Refresh the payment using the button next to the relevant transaction.
Check whether there is sufficient balance available in your Mollie account.
Check whether specific conditions apply to the payment method used.
PayPal
To process a PayPal refund, there must be sufficient balance available in the linked PayPal account.
The refund must also be processed within 180 days of the original transaction. After 180 days, the amount must be refunded manually.
Check whether the payment method is active in Mollie
A payment method may be configured in our booking system while it has not yet been activated in your Mollie account. Guests may then be able to see the payment method but will not be able to complete the payment.
Check the Mollie dashboard to make sure the payment methods you want to use are active. Want to learn more about configuring payment methods? Read the article Activate payment methods.