INTRODUCTION
Feature Summary: This article explains how system users can process refunds for public bookings, including refunds triggered by cancellations and refunds manually issued. Refunds are processed the same way as other bookings; however, public booking users are identified by a (P) next to their name.
Use Cases:
Processing refunds for cancelled public bookings
Manually issuing refunds for public booking outside of the standard cancellation flow
OVERVIEW
Refunds for public bookings can be handled in two ways:
Processing refund requests generated by cancellations, or
Manually issuing refunds outside of the standard cancellation flow
This guide outlines both workflows to ensure refunds are processed accurately and efficiently.
Note: If Automated Refunds are enabled, public booking cancellations will follow the refund rules currently configured in your system only when the refund destination is set to Credit Card. For example, if the refund destination is set to Account Credit, the system will not process the refund automatically and the request will instead appear on the Pending Refunds page for manual review.
1. Processing a Public Booking Cancellation
When a public booking is cancelled by a system user or a player, a refund request is automatically generated and placed in the Pending Refunds queue. System users can review these requests, confirm eligibility, and either approve or refuse the refund. This method is used for standard cancellation-based refunds initiated through the public booking flow.
Navigate to Transactions > Refunds.
View the Pending Refunds tab. Locate users who booked through public booking feature, identified by a (P) next to their name.
Review the request and click to Accept or Refuse the refund.
If the refund is Accepted, confirm the Refund Destination (such as refunding to the credit card), the Refund Amount, and optionally enter a refund reason. Then click Save.
Once processed, the transaction will move to either the Accepted Refunds or the
Refused Refunds tab.
To review a list of refund transactions, use the Transaction List report by navigating to Transactions > Transaction List. Consider filtering by the relevant Transaction Types for refunds. Public booking transactions will be identified by a (P) after the member’s name.
2. Manually Processing a Public Booking Refund
Manual refunds are used when a public booking refund is requested outside of the standard cancellation flow (outlined in #1 above). This type of manual refund would be necessary if:
A reservation must remain on the scheduler while a partial refund is issued
A refund request was previously declined and needs to be processed at a later time
In these cases, system users can locate the transaction using the Transactions List report:
Navigate to Reports > Transaction List.
Run the report using the appropriate date range and filters, such as Payment Type or Transaction Type.
Note: In this example, the system user narrowed the results by entering a Start and End Date and selecting Transaction Type = Payment and Sub Type = Reservations & Events. System users should apply the filters that best help them locate the most relevant results.
Identify public booking transactions marked with a (P) next to the member’s name.
Use the arrow action link on the far right of the transaction row to Revert or Refund the payment.
On the Transaction Details screen, confirm the selected transaction is correct and select either Revert or Refund. In most cases, public bookings will be a refund.
Revert: Voids a payment that has not yet settled. Reverting marks the payment and its associated items as Unpaid. Payments that have already settled cannot be reverted and must be processed as a refund instead.
Refund: Processes a refund for a settled payment, returning funds for one or more items within the payment to the original payment method.
Next, select the Refund button to refund the individual charges appropriately.
Finally, confirm the Refund Destination and Refund Amount and Save.
Optionally, re-run the Transaction List report to confirm the refund was successfully processed. The transaction will display a Transaction Type of Refund, along with the selected refund destination.
Tip: Use the Leads Report to view public booking users and their submitted contact information. Navigate to Reports > Leads.