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.
Refund entries comply with NF525 regulations and cannot be deleted or canceled. Use offsetting entries to correct logging errors and maintain compliant records. For example, when an invoice contains an incorrect refund, you can use offsetting payments or refunds to adjust the totals. This approach ensures that the initial records remain unaltered, adhering to compliance norms.
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.
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.
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.
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.
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? 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.