Refund a customer booking

If you have cancelled a booking or the booking has been edited in a way that results in a balance being overpaid, you can request a refund on behalf of the customer.

Before issuing refunds, please note the following:

• Whenever refunds are issued, you’ll need to have enough funds on your account to cover the refund amount. If you don’t have enough funds in your account, Easol will send a remittance invoice.
• When a booking is refunded, the Easol fee's accrued on the booking will be retained by Easol.
• On average it takes 14 days to complete the refund, if there are sufficient funds on the account. We normally advise informing customers 14-17 business days for the refunds to be completed.
• Klarna only allows refunds within 180 days of the payment date. If a refund is requested on a Klarna booking after the 180-day period our support team will be in touch to inform you. The refund will be rejected and you would need to use an alternative refund method off the platform. 
• If you need to edit any items on the booking, be sure to do this prior to submitting the refund request. If any changes are made to the booking while a refund is being processed, the refund will need to be rejected and re-submitted, resulting in delays.
• If there is a dispute on the transaction being refunded, the refund request will need to be rejected and our support team will be in touch to discuss next steps.

How to refund a customer booking

1. Go to Bookings > All Bookings in your dashboard and select the Booking Reference for the customer you want to request the change for.
2. Check that the booking is either cancelled, items requiring a refund are removed, or a discount has been applied, resulting in the booking being overpaid.
3. Click Actions and select Refund.
4. Set the refund amount for each item. If there's an item that doesn't need to be refunded, set the amount to 0.
   • Fees are displayed for each item in the case you want to deduct fees from the refund amount. 
   • When issuing a refund on a booking with multiple payers, you will have the option to select which items are refunded, in addition to how much each guest should be refunded.
5. Click Refund.
6. Easol will approve the refund request if sufficient funds are on the account.
7. Once Easol has approved the refund, a note in the booking timeline will display in green as Refund accepted.