Please Note: This guide is applicable only to clients which are processing payments using innRoad payments as your credit card processor. If you process with innRoad through an outside processor, and do not see the innRoad Payments Dashboard under the Reports tab, do not process refunds per the steps below, as these steps will not work in those cases. Instead, use the steps in This Article.
Refunding a Payment taken through innRoad Payments functions a little different from our other Payment Processing Methods you may see in Support Videos and Articles.
ONE – Open the Reservation and go to the FOLIO.
TWO – Click the Transaction you wish to refund or partially refund.
THREE – The credit card numbers will populate, the amount and authorization amount will also populate. These are editable if you are issuing a partial refund of either populates incorrectly.
CLICK PROCEED
FOUR – Click CONFIRM REFUND.
If you do this in error you will need to charge the card again. There is no way to reverse a REFUND
FIVE – CLICK SAVE
Please Note the icon in the far-left column.
If you used another method to REFUND the Guests card – like the PAY Button a clock icon will appear and the transaction will appear as pending but will never process.
HOW TO VERIFY A CREDIT DID (or did not) PROCESS
Please go to your REPORTS TAB and select Payments Dashboard. You can search by the guests last name and see all the charges/refunds related to that name. Please Note that the Refund that was processed incorrectly does NOT appear in the list.
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