To issue a refund without canceling the reservation:
  1. Log in to your account.
  2. If you have more than one listing, select the appropriate listing.
  3. Click Inbox in the navigation menu.
  4. The All Messages drop-down menu lets you filter your conversations.     
  5. Select the appropriate guest name.
  6. From the Payment schedule section, click Send refund. 
  7. Enter the amount you'd like to refund.
  8. Click Continue.
  9. Click Send refund to send the amount to the traveler.  
An email with the details of the refund is sent to both you and your traveler and the payment schedule section is updated to show the payment status as refunded or partially refunded. Refunds may take five to seven business days to appear in the traveler's account.

If a traveler no longer has the original form of payment, you should still attempt to refund through your dashboard. The traveler's financial institution may still be able to credit them or provide a check through their own reconciliation process. 

How processing fees work
While there are processing fees to collect payments, there are no fees associated with refunding a payment.

Example: You issue a refund of $500. Of the $500 your traveler paid, you received $485 due to a 3% processing fee. We will only take $485 from your account and will return the 3% processing fee directly to the traveler, so they receive the full $500.

We're here to help
If you receive payouts after travelers check-in and don't see the option to send a refund, please Contact us using the button below.