How to refund payments in apaleo
Problem
There is more money on a reservation than has to be paid. This can happen if you reimburse the guest for services or if the reservation has become cheaper. The guest should see the refund on his bill.
Solution
When you want to partially or totally refund a payment in apaleo you can do it very easily.
For hotels using apaleo payment services:
Thanks to our integration, you only need one simple step to refund a payment to the payer in apaleo:
Click on the THREE DOTS of a payment transaction and select Refund payment.
*This case has only one exemption: If you insert an amount directly on the card terminal, without launching it from apaleo, the payment will no be posted on the folio in apaleo automatically. So it means that the guest will be charged but you will not see it in apaleo. To refund that transaction, you need to do it directly in Adyen.
2) Never use the

If a payment refund did not go through, under the refund transaction you will see a red light with a message which comes directly from the bank.
For hotels that do not use apaleo payment services:
Click on the THREE DOTS of a payment transaction and select Refund payment.
After the refund in apaleo you will log in to your payment provider's interface or manually trigger the refund from the card terminal there.
You notice a mistake on the folio
Problem
A payment with the wrong amount or method has been posted on the folio. This should be corrected without the guest seeing it on the invoice.
Solution
Correcting the error can be done in four simple steps:
- Add a new folio to the reservation
- Find the payment you want to correct, and move it to the new folio
- On the new folio, add a refund with the same amount and payment method as the payment you want to correct.
- On the first folio, add the payment as it should be.