Credit card payments can be reversed on NightsBridge if originally transacted online through PayBridge or another connected payment gateway.
DPO (Direct Pay Online) payment reversals cannot be processed on NightsBridge.
Please contact DPO directly for assistance with reversals.
Please note:
If a booking payment has already been paid to you by NightsBridge, the payment needs to be refunded to NightsBridge before the guests payment is reversed.
Search for the NightsBridge booking ID
The search feature to find a NightsBridge booking ID is located on the blue menu bar, on the left-hand side of your screen.
This search result will direct you to the Booking & Payment status once you click on 'Go'.
You can search for our tutorial called 'How to search for a booking using the NightsBridge booking ID' should you need guidance.
Scroll down to 'Payment Transactions'
Click the Reverse Card icon.
Click on the 'Reverse Card' icon. (the two head-to-tail arrows)
Choose amount to reverse
Three options are available.
Click to expand the sections below for details on each option.
NightsBridge will reverse the full amount back onto the card and you (the property) will be liable for the card fee.
The card holder will receive the full amount they paid when making the booking.
The card holder is liable for card fee.
The reversal amount will be the original amount, less the card fee.
You are able to manually enter the amount to reverse.
For partial reversals you (the property) will be liable for the card fee
Important:
If you choose Reversal LESS card fee, please ensure that guests are informed of this.
You would need to update your policies (T&Cs) as communicating this to the guest clearly, prior to booking, is important.
Consider including the following (or similar) information in your cancellation policy:
"We reserve the right to not refund card fees (transaction costs) in the case of cancellations or other situations where funds need to be reversed back to a credit card."
- Select your reversal option.
- Click on 'Reverse'
Review the details and click 'Reverse'
Once the reversal is initiated, you will receive a one of the below communications:
- a confirmation of the reversal - if the funds have not yet been paid to you (the property). NightsBridge will transfer the funds back directly to the guests card.
- EFT instructions in order to process the reversal - if the funds have already been paid you (the property) from NightsBridge.
The funds may take up to 10 days to reflect in the guests account depending on their bank.