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How to correct or refund payments

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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.

1) Only payment transactions with a PSP reference will be refunded directly on the guest's payment card. If a payment transaction does not have a PSP reference it means that the payment has not been processed by the apaleo payment services*, so no actual payment happened on the guest's payment card.

*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 mceclip1.png button! It has no direct connection to a specific payment in the folio and will not trigger a refund to a payment card.

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.

Since there is no direct connection to a payment provider in this case, refunding the payment in apaleo will not actually cause a refund to the credit card, but will just keep your accounting in line.

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

This only works when the folio is open and when the payment you want to correct has not been done with the reservations's payment account or integrated terminal. We recommend to do the correction at the end of the stay, when all charges on the folio have been posted (they are all displayed in black).

Correcting the error can be done in four simple steps:

  1. Add a new folio to the reservation
  2. Find the payment you want to correct, and move it to the new folio
  3. On the new folio, add a refund with the same amount and payment method as the payment you want to correct.
  4. On the first folio, add the payment as it should be.

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