First of all, the payment should be refunded the same way it was charged. Therefore, the first step in the refunding process is to define if it was a cash, terminal, or Mews Merchant (online payment gateway/Merchant terminal) payment.


How was the payment charged?

Since payments are connected to the guest profile, not the reservation, navigate to the guest's payment section.

In the above example, the first payment for 8 EUR is a Cash payment, which we can see in the first column, "Type." You can also see that the column Cashier is filled in.

The second payment, for 100 EUR, is a PDQ Terminal payment. Since there is no Identifier in the second column, this is not a Merchant Terminal payment.

The third payment, for 220.36 EUR, is a payment that was done via Mews Merchant. Each of these payments has a unique identifier assigned so we can track the transaction.

Please note that an Adyen identifier looks a bit different. It has 16 number in a row, for example 1234567899999999.

How to refund the guest?

If you have refunded the guest via your PDQ terminal, by wire transfer (External payment) or in cash, you need to note this in the system. You can do this in the billing screen of the guest. See the below guides for each of the cases.

Important
A Merchant refund will actually transfer the funds to the guest's bank account.

How to close a bill with a refund?

To close a bill with a refund, there should be two items:

- Refund

- Negative product/Rebated item

Here, for example, the guest did not need to pay the City Tax. So we canceled it from the Items tab in the reservation module, and the Rebate City Taxes appeared in the billing like this:


Since the bill is balanced, we can just close it.

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