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How it works

You register the refund from the payment you’re refunding, so it’s tied to that payment and to the reservation. Roomdoo doesn’t move the money: you refund it yourself through the card terminal, the payment gateway or the bank, and you record it here so the reservation, the cash register and the accounts balance.

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Register a refund

1

Choose the payment

In the reservation → Payments tab → Registered payments, open the payment’s ⋮ menu and click Register refund. You’ll also find it in the payment’s ⋮ menu in Cash movements.Refunding several payments at once? Click + Register refunds, below the payments: all of the reservation’s payments appear, already ticked, and you untick the ones you’re not refunding.
2

Fill in the details

Enter the Refund date and the Refund method. Under Payments to refund, the To refund column shows the full payment amount: change it if you’re only refunding part of it. It can’t be more than the payment.
3

Register it

Click Register refund. You’ll see it in the reservation, under Registered refunds, and in Cash movements as Customer outbound.
If you make a mistake, the refund has its own ⋮ menu with Edit refund and Cancel refund. Its date can’t fall in a period that’s already closed in the accounts: in that case, use today’s date.
Only register refunds you’ve already made. First refund the money through the card terminal, the payment gateway or the bank; then record it here with its real date.

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If the invoice has already been issued

If you refund money for a stay that’s already been invoiced, you usually need to correct the invoice too:
  • It has to be cancelled in full (for example, a cancelled reservation with a refund): in its preview, ⋮ menu → Cancel invoice. Its payments stay on the original invoice. Register the refund and then link it to the credit note: in its preview, Payments → Add payments.
  • The lines or the amount change: ⋮ menu → Edit. See Correct an invoice.
  • It’s an advance invoice: see Advance invoices.

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When to contact support

  • The money isn’t refunded but moves to another reservation or another customer: Roomdoo doesn’t keep credit balances per customer, so we handle that transfer for you.
  • The payment only came in with an OTA reservation (a prepayment).
  • You’re not sure whether the refund also needs a credit note.