Refunds
Refund a guest's deposit from the booking, who can do it, and what to expect afterwards.
You can refund a paid deposit from the booking itself. The money goes back to the guest's card through your Stripe account.
Who can refund
Only owners and managers see the refund button.
Refund a deposit
- Open the booking from Reservations.
- In the payment details, choose Refund. The button shows the amount, for example "Refund £20.00".
- Confirm in Refund this payment?.
The refund covers the whole remaining balance of that payment. Partial refunds aren't available from this button.
Good to know
- Cancelling a booking doesn't refund a deposit automatically. Decide and refund it yourself, following your cancellation policy.
- Refunds still work after you disconnect Stripe, as long as the payment was taken on your account.
- It usually takes several working days for the money to appear on the guest's statement. ResRes can't speed this up.
- Stripe's own fees on the original payment are set by Stripe. Check your Stripe dashboard for details.
- Refunded amounts appear under Deposits refunded in Reports.
Troubleshooting
- No refund button: your role isn't owner or manager, nothing was paid, or the payment has already been fully refunded.
- Refund failed: try again shortly. If it keeps failing, check your Stripe account isn't paused.