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 Reservation Manager in the navigation menu
  4. Click Payments
  5. Select the desired reservation
  6. Click Send Refund under the Payment Schedule
  7. Choose how much you'd like to refund or enter a custom amount
  8. Click Send Refund and confirm the refund amount
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.