Refunding a customer
Last updated: December 20, 2021
You can issue a full or partial refund directly from a customer’s booking or order. Refunds for credit card payments are handled directly through FareHarbor. For manual refunds made by cash or check, using the refund option serves as a way to track the refund in your Dashboard.
Note: You can also issue a refund on a cancelled booking using a gift card. See this help page to learn more.
To learn how to refund a customer, watch our short video guide or read through the sections below.
Full refunds
If you have a bank account based outside of the US, or if you have not yet verified a bank account in FareHarbor, we strongly recommend double checking your refund reserve first to ensure there’s enough money to cover the refund. See: Managing your refund reserve (non-US bank accounts)
To issue a full refund:
Under Booking actions, select Refund.
Select the Full refund option.
Note: If there is more than one payment on the booking, be sure to select Full refund for each payment you wish to refund, or select All at the top of the refund section.
Optional: Check the Send refunded email box to send a notification to the customer. This email will automatically include a summary of the refund and the related booking.
The Refund button will display the total amount to be refunded. Confirm the amount is correct, then click the button to initiate the refund.
A popup will appear asking you to confirm. Click OK.
Partial refunds
If you have a bank account based outside of the US, or if you have not yet verified a bank account in FareHarbor, we strongly recommend double checking your refund reserve first to ensure there’s enough money to cover the refund. See: Managing your refund reserve (non-US bank accounts)
To issue a partial refund:
Under Booking actions, select Refund.
Select the Partial refund option.
Note: If there is more than one payment on the booking, be sure you select the correct payment to refund. By default, all payments are marked Don’t refund unless a refund option is chosen.
In the Refund amount box, enter the exact amount to be refunded. You can also use the refund calculator to help you determine this amount.
Optional: Check the Send refunded email box to send a notification to the customer. This email will automatically include a summary of the refund and the related booking.
The Refund button will display the amount to be refunded. Confirm the amount is correct, then click the button to initiate the refund.
A popup will appear asking you to confirm. Click OK.
Using the refund calculator
If you’re issuing a partial refund, you can use the refund calculator to help determine the exact amount to be refunded. To access this tool, click the calculator icon next to the Refund amount box.
If you’d like to refund a specific percentage of the payment, enter the percent amount and the refund amount will automatically be calculated for you.
Or, you can enter the amount that you want to remain unrefunded, and the percentage and refunded amount will automatically be calculated.
When you’re done, click the Set button.
Frequently Asked Questions
For more information about refunds, see the Credit card refund FAQs page.
Internal-only content. Don't copy and paste to anyone.
For troubleshooting and admin notes, see this page.
Unfortunately there is no way to reverse the refund. If the money for the refund came from a bank debit, the client can try to call their bank (but the bank may not always be able to cancel). If the money for the refund came from the client’s Future Payouts account in FareHarbor, then the refund cannot be cancelled. The merchant could re-charge the card on file or reach out to the cardholder and let them know what happened and discuss a preferred option.