Overview
This article explains how to refund a payment from a booking. You can either issue a refund for payments processed through AmenitizPay or log a refund for manual transactions.
Refunds must always be linked to the payment they refer to. The refund option is now accessed directly from each payment’s action menu. You can choose how much to refund and which bill(s) the refund applies to.
Use this article to return money to a guest or to keep your accounting records accurate.
Before you start
Only the account owner can issue refunds through AmenitizPay.
You can only refund up to the amount originally paid.
Logged refunds do not move money; they are for internal accounting only.
Refunds require explicit approval from the property owner or manager. Without this, no transaction will proceed.
Refund amounts solely cover the net payment after excluding Amenitiz Pay fees. For example, a transaction of €972.32 with €34.14 in fees allows refunding €938.18.
Step-by-step instructions
1. Issue a refund for an AmenitizPay transaction
Use this flow when the original payment was processed through AmenitizPay.
Go to
Reservations→ open the booking.Select the
Paymentstab.Find the AmenitizPay payment you want to refund.
Click the
three-dot menunext to the payment.Select
Refund.
The
Create a Refundscreen appears.Under
Select what to refund, tick the bill(s) you want to refund.Refund amounts are pre-filled based on how much of each bill was covered by that payment.
You can adjust the amount if you want to issue a partial refund.
Review the
Amount to be refunded.Click
Create refund.
Alternatively, you can identify the AmenitizPay payment and click the blue eye icon to open its details for initiating the refund process.
A refund transaction is then added under the original payment. The refunded amount is returned to the guest’s card within 5 to 10 business days.
To provide proof of refund, go to the Payments tab, open the refunded transaction using the blue eye icon, and take a screenshot of the transaction details including the guest's name and masked card reference. Share this as confirmation with the guest.
Notes
Refunds do not include extra commission.
The original processing fee is not refunded to you.
Only the account owner can issue refunds.
For example, if a payment amounted to €972.32 with €34.14 in fees, the refunded amount will be €938.18 to reflect the net payment.
2. Log a refund for manual transactions
Use this flow when the original payment was made outside AmenitizPay (e.g. cash, bank transfer, external terminal).
Go to
Reservations→ open the booking.Open the
Paymentstab.Find the manual payment you want to log a refund for.
Click the
three-dot menunext to the payment.Select
Refund.
In the refund screen, choose
Log a refund.
Select the
Payment methodused.Under
Select what to refund,tick the bill(s) and edit the amount if needed.Click
Log refund.
The logged refund will appear in the booking but will not transfer money to the guest.
⚠️ Warning: Logged refunds are only accounting entries. They do not send any funds back to the guest. If an incorrect refund amount is logged, you can correct this by logging a new payment with the same value to balance the accounts.
FAQs
Why is the Refund option inside the three-dot menu?
Why is the Refund option inside the three-dot menu?
Refunds must be linked to a specific payment, so the action now appears next to each individual transaction.
Why can’t I refund the full amount?
Why can’t I refund the full amount?
You can only refund the amount that was originally paid by that transaction.
Why has the guest not received their refund?
Why has the guest not received their refund?
If you logged a refund instead of issuing one, no money was sent. To issue a refund, open the AmenitizPay transaction and select Refund → Create refund.
How can I correct a logged refund if the amount was wrong?
How can I correct a logged refund if the amount was wrong?
You can log an additional payment or refund to offset the mistake and correct the totals.
If the refund pertains to a canceled reservation via an external platform like Booking.com, generate the invoice in Amenitiz instead of manually logging it as an expense. This simplifies the accounting process and ensures consistency.
For further adjustments, such as applying discounts or modifying charges, use the Charges tab to ensure correct details before issuing the invoice. If the reservation status still shows "partially paid" after the first adjustment, log additional payments as needed to balance the account.
To ensure accurate invoices, navigate to the Invoices tab, select Create new, and save the invoice as a draft for verification before issuing.
How can I provide proof of refund to the guest? To confirm a refund has been processed, access the Payments tab in the reservation, locate and open the relevant refunded transaction, and take a screenshot including essential details like the guest’s name and transaction reference. Share this screenshot with the guest. How do I handle duplicate payment entries from platforms like Booking.com? Verify whether the AmenitizPay entry is a processed charge or simply a transaction log. Refunds are necessary only for genuinely processed duplicates; transaction logs do not require refunds.