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 can also be used to correct payment errors, such as duplicate entries or mistaken payments, ensuring accurate financial records.
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 AmenitizPay fees. For example, a transaction of €972.32 with €34.14 in fees allows refunding €938.18.
Payment records cannot be deleted in Amenitiz. Instead, corrections should be made using refunds or adjusting entries to maintain compliance with legal and accounting standards.
Step-by-step instructions
Partial refunds
If you want to refund only part of a payment, you first need to adjust the bill before issuing the refund.
Partial refunds must correspond to a change made to the bill, such as adding a discount or removing a charge. When the bill total is reduced after a payment has already been recorded, the booking may show an overpayment. This overpayment can then be refunded.
This rule applies to all refunds, whether the original payment was processed through AmenitizPay or recorded manually.
Example: A guest paid €500, but you want to refund €100.
Go to the Charges tab.
Add a €100 discount or remove a charge worth €100.
The bill total becomes €400, while the guest already paid €500.
The booking now shows a €100 overpayment.
Go to the Payments tab and refund the €100 overpayment from the relevant payment.
This process ensures the refund matches a clear adjustment in the bill and that the refund receipt accurately reflects the reason money was returned to the guest.
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.
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.
Notes
Refunds do not include extra commission.
The original processing fee is not refunded to you.
Only the account owner can issue refunds.
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.
If a payment error occurs, such as a duplicate entry, use logged refunds to correct the mistake without deleting any records. This ensures compliance and maintains accurate financial records.
Managing Invoice-Related Refund Complications
To manage issues such as room cancellations, missing charges, or excess charges post-refund, follow structured steps:
For missing payments, add new charges under the Extras tab and reissue the invoice.
Cancel issued invoices to reopen bills; then delete or edit excess charges and create new invoices with corrected totals.
Note: Only charges with current or future dates can be modified, and unused charges are deleted permanently.
These measures ensure that all refund-related invoice issues are accurately tracked and resolved while preserving compliance.
Correcting Payment Errors
Correcting a Mistaken Payment in an Invoice Draft
If you have mistakenly recorded a payment in an invoice draft, follow these steps to correct it:
Open the invoice in draft status.
Select the option to “Log Refund.”
Enter the exact amount of the mistaken payment to offset it.
Confirm the adjustment.
This process corrects the records without triggering an actual refund, ensuring the error is resolved while maintaining accurate accounting records.
Fixing a Duplicate Payment on a Reservation
If a duplicate payment has been recorded on a reservation, you can balance the records by logging a refund for the extra transaction:
Open the reservation in your Amenitiz back-office.
Navigate to the Payments section.
Click on “Register Refund.”
Enter the amount to deduct, matching the duplicate payment.
Confirm the refund.
This adjustment balances the reservation without deleting the original entries.
Removing a Duplicate Payment Entry When Only One Payment Was Made
If only one payment was made but a duplicate entry exists, follow these steps to correct it:
Open the reservation in your Amenitiz back-office and go to the Payments tab.
Identify the duplicate payment entry.
Use the “Log a refund” option on the duplicate entry to offset it.
This action records a refund in the system for accounting balance but does not send money back to the guest.
FAQs
How can I correct payment errors or duplicate entries?
How can I correct payment errors or duplicate entries?
To correct payment errors or duplicate entries, use the "Log Refund" option to offset the mistake. This ensures compliance with legal and accounting standards while maintaining accurate records.
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 issu For correcting partial refund entries on issued invoices, log new payments that offset the amounts of the partial refunds to balance the financials. Cancel the issued invoice, recreate it while ensuring updated payment handling, and reissue or export it with correct totals. By doing so, you maintain an accurate audit trail and updated records for the transaction.ing.
How can I provide a proof of refund to the guest ?
How can I provide a proof of refund to the guest ?
3 days after processing the refund, you can open a chat and ask to the bot the bank tracking code for a refund providing the reservation ID.
Explain that the guest can give this code to their bank to track when the refund will appear in their account. Refunds typically take 5-10 business days from the refund date to appear on the guest's bank statement.