The guest did not receive a refund, what can I do?

• The guest did not receive the refund of a payment
• The guest did not receive the refund of a preauthorization

 

 

The guest did not receive the refund of a payment

 

 

• Adyen refunds: Contact Customer Support to request the ARN (Acquirer Reference Number) that the guest can use to track the payment with their bank. With the ARN the bank can also confirm the date when the refund should have arrived in the account. 

 

• Stripe refunds: the ARN is populated directly in Mews:

 

1. 1. Navigate to the guest's profile.
   2. Go to the Payments tab.
   3. Click on the refund to see the ARN.

 

 

Note: If the transaction is cancelled shortly after the initial charge, no ARN is generated, and the refund is processed in the form of a reversal. In this case, the guest doesn't see a refunded amount in their bank account, instead, the initial transaction disappears from the transactions list in a few days, making it look like the charge never occurred in the first place.

 

The guest did not receive the refund of a preauthorization

 

Once Mews releases the preauthorization, then it's on the bank's side to confirm when the transaction is reflected in the guest's account.

 

• Automatic preauthorization: Mews releases the preauthorization 24 hours after your property's check-out time. Learn how to automate a card payment authorization.

 

• Manual preauthorization: you can choose the release day (up to 28 days). If the release date is blank, then the preauthorization is released 7 days after its creation.

 

You can Contact Customer Support to request the ARN (Acquirer Reference Number) that the guest can use to track the preauthorization refund with their bank.