Handling cancellations or changes in plans is just part of running an accommodation business, but figuring out how to manage the money shouldn't cause you extra stress. If you need to reverse or refund an online credit card payment originally processed through NightsBridge Pay or another connected payment gateway, we have made the process straightforward. This guide will walk you through exactly how to process a full reversal, a partial reversal, or a reversal less the card fee. We will show you how to find the right page and safely return funds to your guest so you can keep your administration tidy.
Note: If you use the DPO payment gateway, you will need to contact them directly for reversals.
1. Head to the Booking and Payments Status page
Let's start by finding the specific payment. You will need to open the Booking and Payments Status page for the guest in question. If you need a refresher how to find the Booking and Payment Status, take a look at our handy tutorial:
2. Locate the payment transaction
Scroll down the page until you see the 'Payment Transactions' section.
A quick note on 'Paid to you' status:
If the status says "Paid to you," it means the money has already been settled and the transaction was completed by NightsBridge. In this case, you will simply need to refund the money back to NightsBridge first before the guest's payment can be reversed.
3. Click the Reverse Card icon
Look for the little icon showing two head-to-tail arrows - this is your 'Reverse Card' button. Click it to get started.
4. Choose how much to refund
You have three easy options depending on what you need to do:
- Full Reversal: NightsBridge will return the full amount to the guest. Just keep in mind that the property is liable for the card fee.
- Reversal LESS card fee: The guest receives their original amount minus the transaction costs, meaning the cardholder is liable for the fee. Tip: If you choose this, make sure your property's cancellation policies clearly state that you don't refund transaction costs!
- Partial Reversal: You can manually type in the exact amount you want to send back. For partial reversals, the property is liable for the card fee.
Once you have selected your option, click the 'Reverse' button.
A special tip for NightsBridge Pay users:
If you process a full reversal before 22:00 on the exact same day the payment was made, you will not be charged any card fees! If you click the reversal button after 22:00, the funds have already cleared and started settling to your account, so you will just need to refund NightsBridge so we can pay the guest back. Check out our helpful tutorial for a more detailed explanation:
5. Review your details and complete the reversal
Once you have selected the 'Reverse' button on the first pop-up, review the details carefully and click the 'Reverse' button when you are happy to go ahead.
You will then receive one of two things: either a quick confirmation that NightsBridge is transferring the funds straight back to the guest's card, or an email with EFT instructions if you need to pay the funds back to NightsBridge first. Remember to gently let your guest know it can take up to 10 days for the money to reflect in their bank account, depending on their bank.