How to handle refunds in Mews?

Payments should be refunded the same way they were charged. The first step in the refunding process is to define how was the payment charged: cash, Mews Payments (online payment gateway/Mews Terminal), or external payment.

How was the payment charged?

 

1. Navigate to the Guest Profile > Payments tab.
2. Under the Type column, you can identify how the payment was originally processed:

• • External payment: for example, bank transfers or alternative payment methods.
  • Cash payment: always linked to a cashier.
  • Mews Payment (card): taken via a Mews Terminal or directly from the online payment gateway. They always have an Identifier (to track the transaction), a Status, and three dots next to the value.

 

Take into consideration when processing a refund:

 

• Payments are connected to the guest profile, not the reservations. 
• Adyen and Stripe identifiers have different formats: Adyen's is numbers only and Stripe's consists of letters and numbers.
• If using Mews Payments, it is not possible to send the refund to a different credit card than the one that was originally charged and is tied to the same bank account.
• A Mews Payments refund actually transfers the funds to the guest's bank account.

How to refund the guest?

 

Check the following guides according to each scenario: