Processing guest refunds

You refund a guest when money is left over on a reservation, for example after a released security deposit, a cancellation or a price change. All amounts you still need to refund are listed in Financial > Invoices to pay.

Refund through your payment provider

Use this when the guest paid online or by card through a payment provider that supports refunds, such as BEX Payments. The money goes back to the guest's original payment method.

1. Go to Financial > Invoices to pay and open the invoice.

2. Click + Refund and choose Refund via payment provider.

3. Select the payments you want to refund and check the amount for each one.

4. Click Refund.

The refund shows as pending until the payment provider has processed it. How long that takes depends on the guest's payment method.

Refund several guests at once with a payment batch

A payment batch combines several refunds into one SEPA batch payment file for your bank. Each guest needs an IBAN on the booking.

1. In Invoices to pay, select the invoices you want to refund.

2. Click Create payment batch. Invoices without an IBAN are left out of the batch.

3. In the payment batch, click Export to download the SEPA batch payment file.

4. Upload the file to your bank.

5. When your bank has approved and executed the payment, click Confirm in the payment batch. The refunds are then registered on the invoices.

Register a refund you made another way

Use this for a refund by bank transfer, in cash or as a voucher.

1. Open the invoice in Invoices to pay.

2. Click + Refund and choose Refund via other payment method.

3. Check the amount and choose the payment method.

4. Save the refund.

BEX PMS only registers this refund. If you choose a bank transfer, make the transfer yourself in your bank.

Good to know

• Why is Refund via payment provider not available? The guest did not pay through a payment provider that supports refunds, or the payment has already been fully refunded. Use Refund via other payment method instead.

• Where does the IBAN for a payment batch come from? From the IBAN field of the booking. Filter Invoices to pay on Without IBAN to find refunds that are missing one.

• Can I undo a confirmed payment batch? Yes. Open the payment batch and click Revert. This undoes the refunds that the payment batch registered.

• Are security deposits refunded automatically? Yes, if you use BEX Payments and auto-refund is on in the security deposit policy. Read more: Automatic refund of deposits