How to Process Refund Through Payment Gateway

Processing refunds (for transactions made through the payment gateway on Cloudbeds PMS) will send the refunded amount to the previously charged guest's card. This tutorial will walk you through the options on how to refund a payment made.

To refund other payment types or payments which were not added through the payment gateway, refer to: How to Add/Post Refund to Reservation as a Record (Without Using Payment Gateway Processing).

Option 1: refund the transaction

1. Access the Folio tab inside the reservation.
2. Click the three dots next to payment processed 
3. Click Refund Transaction.

4. Enter the amount to be refunded (by default it will be the full amount of charge), but you can change to process a partial refund.
5. Select payment method
6. Chose to capture or refund the payment gateway
    ❗Selecting Capture/Note existing refund DOES NOT process refund to the guest's card through the payment gateway and the refund will be added only as a record to the guest's folio.

Option 2: Refund using the option +Add

1. In the Folio, click + Add 
2. Select Refund

2. Select the room
3. Select the desired folio.
4. Enter the amount to be refunded.
   1. If you are processing a partial refund, note that not all payment gateways support partial refunds.
   2. Refunding a greater amount than charged is not possible.
5. Chose Payment method
6. Select Refund Payment Gateway Transaction.
   • If you select a credit card which was already charged, this option will be selected by default.

9. Enter the notes if needed.
10. Click Next.