You might encounter the following situation when issuing a refund:
You have collected payments through WeTravel and now want to refund participants. However, when clicking "Refund", you get the notification "This refund was unsuccessful because your total available amount is not sufficient". This happens because you already paid out the funds you are trying to refund (e.g. you already transferred money to your account or to a vendor).
You now have two options to do this refund:
1. Top up your WeTravel balance by creating & booking a new trip
If you wish to do the refunds in the WeTravel system, you will need to add funds to your account. The easiest way is to just create a private trip for the amount you want to refund (just as you would set up any trip), but then to book this trip yourself.
Once your payment comes through, you will have enough funds in your account to do refunds.
Credit card bookings are available immediately. However, keep in mind if you pay via bank transfer, your payment will take up to 5 business days to become available and will be marked as "pending" in the interim. Once the funds have come through and are available for payout, they can be used to perform the refunds.
Corona situation update: We are temporarily waiving all fees to help travel businesses refund their customers at no cost. If you are adding funds back to your account for refunds, please write us at firstname.lastname@example.org and we will return you the 1% fee.
2. Refund the participant outside of WeTravel's system
If you already have the money in your own account, you can also choose to do the refund outside of the WeTravel system, by sending the participants money via Venmo, PayPal, a check, or otherwise.