Handling cancellations or changes in plans is just part of running a smart accommodation business. If you need to return an online credit card payment to a guest, we have made the process completely straightforward.
A quick note:
If you use the DPO payment gateway, you will need to contact them directly to handle your reversals.
Step 1: Open the guest's payment page
First, open the Booking and Payments Status page for the specific guest.
Need a refresher? Take a look at our handy tutorial, "How to Find a Guest's Booking and Payments Status page".
Step 2: Locate the payment
Scroll down the page until you see the 'Payment Transactions' section.
Look for the little icon showing two head-to-tail arrows - this is your 'Reverse Card' button. Click it to get started.
A quick note on your status:
If the booking status says "Paid to you", it means NightsBridge has already settled this money into your bank account.
In this case, you will simply need to refund the money back to NightsBridge first before we can return it to the guest. But for now, lets carry on!
Step 3: Choose your refund amount
You have three easy options depending on what you need to do:
Full Reversal:
We will return the full amount to the guest.
- Please note that the property is liable for the card fee if it has already cleared.
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 won't be charged any card fees!
Reversal LESS card fee:
The guest receives their original amount minus the transaction costs.
- If you choose this option, make sure your property's cancellation policies clearly state that you do not refund transaction costs!
Partial Reversal:
You can manually type in the exact amount you want to send back.
- The property is liable for the card fee here, too.
Step 4: Review and complete
- Once you have selected your option,
- click the 'Reverse' button.
Review the details carefully and click the 'Reverse' button again.
If the funds have already settled to you, you will receive an email with EFT instructions to pay NightsBridge back. Once we've received the refund, we're able to refund your guest.
Otherwise, you will receive a quick confirmation that we are transferring the funds straight back to the guest's card.
Remember to gently let your guest know it can take up to 10 days for the money to reflect in their bank account!
