Checking the status of a credit card refund
Last updated: August 6, 2021
The status of a credit card refund can be viewed in the booking itself, or, if the refund required a bank debit, in your Refunds & Bank Debits section of your Dashboard.
Checking a refund’s status from the booking
To check if your credit card refund went through successfully in FareHarbor, open the booking and locate the payment summary (the section with the booking total).
When you click on this section, you will see a payment history appear below it. Look for the refunded amount in red, located below the original payment. This means that the refund has been processed in FareHarbor.
Checking the status of a bank debit
Since refunds requiring a bank debit usually take 4-5 business days to be cleared before the refund is processed, we provide a bit more detail when it comes to the status of these refunds. You can see additional information on the bank debit by scrolling down to the activity log at the bottom of the booking:
In this case, the bank debit has been started, but not fully completed. Once the Debit successful box is filled in, the refund has been completed in FareHarbor and the money has been sent to the customer’s bank to apply back to the card.
Checking a refund’s status from Refunds & Bank Debits
For refunds requiring a bank debit, you can track the status of the bank debit by navigating to Reports > Payouts & Refunds, then to the Refunds & Bank Debits tab. If needed, adjust the date range to show debits from a different timeframe.
Bank debits marked as “Pending” have been started but not yet completed.
Bank debits marked as “Succeeded” have been completed in FareHarbor and the money has been sent to the customer’s bank to apply back to their card.
Bank debits marked as “Failed” were not successful and any refunds associated with the debit will not be processed. In the event of a failed bank debit, FareHarbor will always notify you via email. Check with your bank or contact us for more information.
Remember: Even when a refund is marked successful in FareHarbor, it can still take up to 10 business days before the customer sees the refunded amount in their statement. Learn more about this process.
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If you are trying to help an end customer locate their refund, you can provide them with the Portfolio Reference Number, which comes from Stripe. See Locating the Acquirer Reference Number for a refund for details on how to do this.
Failed/cancelled refunds
If a refund has failed or has been cancelled, it could be because the company uses Payoneer, their bank account is based outside of the US, or they have not yet verified a bank account in FareHarbor. If a bank debit was triggered in any of these cases, the refund will fail.
The admin notes here explain how to double check a company’s bank account, along with tips on how they can ensure they have enough money for refunds.