How do I refund a booking made through my website?

Please see the chapter Refunding RTBS Payment Gateway Transactions for information on this process.

How long will the refund take to show in the client's account?

It may take 5-10 working days for the money to show up back in their account, depending on which bank they use.

Will the client receive back exactly what they paid?

Yes, usually. Any discrepancy between the amount originally paid, and the amount returned into the clients' account will be due to Admin fees requested by the operator, or (for international transactions) fluctuations in the exchange rate, which is outside of our control.

Can I process a refund through RTBS for bookings paid for using Credit Card Online?

Yes. Please refer to the chapter Refunding RTBS Payment Gateway Transactions.

How do I organise a refund for a guest who booked through an agent?

This depends on your internal policy, but most activity operators will send the client back to the original booking agent to receive their refund. If this is your chosen policy, be sure to notify the booking agent that the client will be contacting them for a refund, and advise of the amount of refund due.

How do I refund a guest who has booked with me directly?

Again, specific policies for internal cancellations vary operator to operator, but most operators will offer the guest a refund using the same payment method that they used to make the initial booking.

How to Cancel a Booking in RTBS

^{Please note; this section relates only to bookings where payment was not processed through the RTBS Payment Gateway. For any bookings with transaction type 'WEBSITE', 'MOBILE', 'API', 'PAYLINK" or 'CREDIT CARD ONLINE', please see the chapter Refunding RTBS Payment Gateway Transactions.}

First, find the booking. If you know the exact trip the client is booked on to, the easiest way to do this is to click on the Activity Name link under 'Activity / Manifest' on your Manage Bookings page to bring up the manifest for that trip.

Alternatively, you can find the booking using the 'Locate a Booking' function. For more information on this, see the section 'Locating a Booking' in the chapter 'Finding and Editing Bookings'.

Once you have found the booking, click 'Cancel'.

This brings up a box asking the reason for the cancellation.

After entering the reason, click ‘Cancel Booking’ and the system will bring up a record of the original payments that were recorded for the booking.

If you are issuing a refund directly (that has not been paid through the RTBS Payment Gateway), click Add Refund’ and enter the transaction details for the dollar amount being returned to the client. The example shows a booking paid by EFTPOS. This would have been paid though the operator's Point of Sale (POS) at checkin. Applying the refund transaction to the booking in RTBS is just recording that a refund was done and how it was done i.e. the operator must actually use their POS machine to process the refund.

Once you have added a refund transaction, click ‘Save’ to record the refund in the payment record.

Important: This is not the way to process refunds for transactions that have been made via the RTBS Payment Gateway. For instructions on how to refund these types of transactions, please see the chapter Refunding RTBS Payment Gateway Transactions.

Once the refund transaction has been saved, click 'Close' in the bottom right and you will be returned the the 'Locate a Booking' screen.

The booking will have switched from having a status of 'Active' to 'Cancelled', and the reason you entered for cancelling the booking will show in the Notes field.

Reversing a Cancellation

If a booking needs to be reinstated after having been cancelled, you can use the ‘uncancel’ function. To reverse the cancellation, you simply click ‘uncancel’ and the system will bring up a confirmation box asking ‘Uncancel booking?’. Click ‘Ok’ and the booking will show again as ‘Active’.

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