Issuing a Refund for an ACH Payment

ACH payments can be refunded in full or partially. Before initiating a refund, review the key differences from card refunds below. 

The most significant differences are timing and how the refund appears to the guest.

Key Differences from Card Refunds

• Refunds must be initiated within 180 days of the original payment date.
• A refund can only be processed after the payment has fully settled. To check whether a payment has settled, look for a status of Succeeded on the transaction — a Pending status means the payment hasn't cleared yet.
• Processing takes a minimum of 3 business days from the date the refund is initiated.
• ACH refunds are processed as a bank credit, not labelled as a "refund" on the guest's statement — they will see a credit referencing the original payment descriptor.

Let the guest know before or immediately after initiating the refund: the credit will take approximately 3 business days to appear in their account and may not be explicitly labelled as a refund on their bank statement.

Refund Timeline

The Day 0 clock starts only after the refund is initiated. 

How to Initiate an ACH Refund

ACH refunds can only be issued against ACH transactions. 

It is not possible to refund a card payment via the ACH network.

1. Log in to innRoad and open the relevant reservation.
2. Navigate to the refund screen using one of two options:
   • Option A — Reservation Details page: click Refund directly from the reservation.
     
   • Option B — Folio: click Folio:
     
     then click Refund:
     
3. Select the ACH transaction you want to refund from the list.
   
4. Review the Amount field. Adjust it if you are processing a partial refund.
   
5. Click Refund to proceed:
   
6. Click Confirm Refund to finalize.
   
   A confirmation will appear once the refund has been successfully submitted.