Here is how you can issue a refund to a participant.
You can search for participants by entering their name/email address in the search bar or, alternatively, go to "My Trips" and click "Manage Trip":
Click "Issue Refund" next to the name that you want to issue a refund to.
The following pop-up will appear and you will be able to select your next action:
Refund a Payment
Let's say you need to refund one payment or a custom, partial amount. Choose the correct bank account or card that you want to send the refund to, enter the amount (e.g. $100), click on "Continue" and follow the next steps to confirm the refund.
Refund All Payments
Choose this option if you want to give a full refund for the booking. This action will refund all payments made by your customer.
Please note that by default, the option "Cancel this booking" is enabled every time you issue a full refund. If you keep it selected, the participant's booking will automatically be canceled and they will be removed from the participant list.
Record a Cash Refund
Let's say you have an ACH payment that's older than 180 days. You have refunded it outside WeTravel and now need to record that refund correctly in the system. Or maybe your participant paid for the trip by card and you now want to record it as a cash refund because you already refunded them outside WeTravel.
We have good news for You! Any payments, including bank and card payments, can now be marked as cash refunds. No funds will move through WeTravel or to your client's account, this is for informational purposes only.
After selecting the "Record a Cash Refund" option, choose the payment that you want to record as a cash refund, enter the amount (e.g. $100), click on "Continue" and follow the next steps to confirm the refund.
Please keep in mind that for cash refunds, no email notification is automatically sent to the client.
Note 1: After you issue an actual (not a cash) refund, your participant automatically gets an email informing them about the refund. Refunds usually take 5-10 business days to appear on the participant's statement.
Note 2: Once issued, a refund (cash or legitimate) cannot be canceled or reversed.
Note 3: Bank payments that are "pending" can only be refunded once they have cleared; which takes 5 business days, not including weekends. Therefore, bank payments can only be refunded 5 business days after the payment is made.
Note 4: If you issue a partial refund, the participant will still be signed up for your trip. If you also want to remove the participant, click on "Cancel Booking" after you have issued the partial refund.
Note 5: If the participant's card used for purchase has been canceled or is now expired, the bank or credit card company will normally reroute the credit amount issued to the current account or card for use.
Let us know if you have any questions or concerns about our refund process by contacting us. We will be happy to help👏🏼