Refund a customer
How to refund an individual customer
- Go to Bookings > All Bookings in your dashboard and select the Booking Reference for the customer you want to request the change for.
- Click on the Request a change button and fill out the pre-populated email template, including the details of the change (e.g. refund amount) and reason for change. Hit send.
Note: Whenever refunds are issued you will need to have enough money on your account to cover the refund amount. If you do not have enough money in your account, Easol will will send a remittance invoice.
How to refund an entire experience
If you need to refund all customers for an entire experience, please contact firstname.lastname@example.org directly.
How much will the customer receive when refunding?
Because Easol incurs payment processing costs that are not recoverable, it is not possible for us to refund our platform and processing fees when issuing refunds to guests.
Therefore all guests will receive the requested refund amount minus these fees. You can view your agreed fees by going to Settings on your dashboard and selecting Easol Terms.
Note: When requesting a refund please provide the full refund amount. For example, if you would like to refund a guest £100, please request £100 and we will then refund the guest £95 (£100 - 5% processing fee).