Refunds for any type of payment can be issued directly within the admin dashboard by heading to the History section under that specific reservation. Watch the video below for a tutorial of how to issue refunds within Park.
Each reservation has a payment history that keeps track of all associated payments and refunds. To access this history, click on a reservation in your calendar to open the reservation slideover, and scroll down to find the History section.
Issue a refund for an online payment
Each online payment in the history section includes a link to the corresponding transaction from your Stripe dashboard. Refunds can be issued directly within Park by clicking the “Refund” button to the right of the recorded payment in the reservation slideover.
The refund window includes a breakdown of the transaction, showing the total paid by your guest, the application and processing fees, and the net realized by your park.
Several options for the refund amount are included at the top of the window.
- Refund Net: refunds everything paid to you, excluding all fees.
- Full Refund: refunds the payment total. If you select this option, your updated net will be negative, and you will lose some money to cover the paid fees.
- Custom: set a custom amount. You should pick this option if you want to issue a partial refund, or withhold a cancellation fee.
In all cases, you can check the box to “Refund the service fee.” When this box is checked, a proportional amount of the application fee will be refunded from Park. If the Refund Net option is selected, the refund amount will be automatically updated to provide the largest possible refund you can issue without losing any money to fees. The Stripe processing fees are the only part of the transaction that are non-refundable.
If you would like, you may enter a refund reason in the box at the bottom. This is not shown to your guests, but it is shown in the payment history if you would like to track it internally.
Refund communications
If refund emails are enabled in your Stripe account settings, guests will receive a message automatically notifying them about the refund. Otherwise, refund notifications are not sent automatically.
If you would like to send your guest a more detailed refund notification, you may do so using the “Send message” button on the reservation slideover.
Refund timing and tracking
Refunds can take up to 5 - 10 days to settle in a customer’s account after they are issued. If a guest is not seeing the refund in their account after this time frame, you can share the refund Acquirer Reference Number (ARN), System Trace Audit Number (STAN), or Retrieval Reference Number (RRN) to help them track the refund at their bank. This number can be found in your Stripe dashboard, by using the link from the reservation payment history.
For more information, please see Stripe’s support page on tracking refunds.
Cancelling a reservation
If you are issuing a refund because a guest has cancelled their reservation, you can click “Remove” on the reservation slideover to remove it from your calendar. Deleted reservations can still be referenced by searching for the guest name, email, or phone number at the top of the page.
Tracking offline refunds
Refunds can also be recorded for offline payments. In this case, funds must be returned to the guest externally, such as with cash or check, but the refund can be recorded in Park for reporting purposes.
When issuing a refund for a digital payment, you can also use the Refund Offline option to record a refund without transferring funds directly. This is useful in cases where a guest paid by card originally, but now wants their refund via cash or check.
Refund reporting
Refunds are tracked in the Payments Report. They appear as a light-yellow row, and indicate the amount of money that was returned to the guest.
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