How To Reverse a Payment or Refund

While it is not possible to truly reverse a payment or refund, there are steps that can be taken to correct these on an invoice. Learn how to correct a payment or refund below.

Correcting a Payment 

When a payment is taken in the incorrect amount, method or on the incorrect reservation or guest, it can be corrected by completing a refund in the same amount with the same method.

Example: a payment that was taken as a Credit Card payment for $100 cannot be reversed, but a refund can be issued back to the card for $100. 

The steps to do this are outlined below:

1. Navigate to the invoice where the mistaken payment was taken. This can be done by going to the Billing tab of the Reservation. 

2. From the Billing tab, click Refund at the top. 

3. Select Other Amount and key in the same amount that was paid. Make sure that the selected Refund method is the same as the payment method that was used. Click Continue

4. If you do not want your guest to get an email notification about the Refund, be sure to uncheck the Send Email Confirmation To Guest box. Click Submit Payment

When correcting payments and refunds, a best practice is to always include notes on why the transactions are being added to invoices. This will help for any internal auditing of your invoices and financials that your park may do. 

 

Issuing a refund in the same amount for the same method will return the invoice back to the state and balance it was in prior to the mistaken payment. From there, you can initiate a payment with the correct method, amount, etc. 

The image below shows the Payments and Invoice History sections of an invoice with a mistaken payment corrected by issuing a refund in the same amount. 

Screen Shot 2021-12-24 at 12.34.50 PM

Correcting a Refund 

When a refund is given in the incorrect amount, method or on the incorrect reservation or guest, it can be corrected by completing a payment in the same amount with the same method.

Example: a refund that was issued with the Transfer External payment method for $100 cannot be reversed, but a payment can be added on to the reservation for $100. 

The steps to do this are outlined below:

1. Navigate to the invoice where the mistaken refund was issued. This can be done by going to the Billing tab of the Reservation. 

2. From the Billing tab, click Pay at the top. 

3. Select Other Amount and key in the same amount that was refunded. Make sure that the selected Payment method is the same as the refund method that was used. Click Continue

4. If you do not want your guest to get an email notification about the Payment, be sure to uncheck the Send Email Confirmation To Guest box. Click Submit Payment

 

Adding a payment in the same amount for the same method will return the invoice back to the state it was in prior to the mistaken refund. From there, you can issue a refund with the correct method, amount, etc. 

The image below shows the Payments and Invoice History sections of an invoice with a mistaken refunded corrected by adding a payment back in the same amount. 

Screen Shot 2021-12-24 at 12.47.41 PM