Refunds and cancellations

Refunds and cancellations both start from the booking, in the More actions menu next to Record a payment. Editors can cancel bookings without a refund. Only Admins can refund, or cancel with a refund, because it moves money.

Refund

Select Refund, enter the amount in the booking's currency and a reason, then select Refund. Before you confirm, Where the money goes back shows how the amount is split:

• The newest payments are refunded first.
• Card payments go back to the card that paid, through your Stripe account.
• Payments recorded by hand, such as bank transfers, are marked as paid back. You return that money yourself.

You can refund at most what was paid, less earlier refunds. A card refund usually shows on the traveller's statement within 5 to 10 days. If Stripe isn't connected or the key stopped working, card payments can't be refunded until you connect a working key.

A refund on its own doesn't email the traveller. If you want them to know, write to them in the booking's Conversation.

Cancel a booking

Select Cancel booking. The dialog shows how many days are left before departure and the trip's cancellation terms. Choose the refund:

• As the policy says: Travel Orbit works out the refund from the trip's cancellation terms and the days left before departure. For example, with 50% back from 30 to 59 days before, a traveller who paid €620 and cancels 45 days before gets €310. This option is off when the trip has no cancellation policy.
• Another amount, such as a goodwill refund.
• No refund, to keep what was paid.

Add a reason, choose whether to Email the traveller that the booking is cancelled, and confirm. Travel Orbit then:

• drops every payment that isn't paid yet, so no more reminders or automatic payments go out
• puts the places back on sale
• refunds the amount you chose, newest payment first

You set the cancellation terms on each trip, under Payment plan & terms. See Prices, extras and payment plans.

Decline a request

On a request, the same menu has Decline request. Nothing was paid, so there is nothing to refund, and the places were never held. See Bookings.

Refunds and disputes in Stripe

• Refunds made in Stripe: if someone refunds a payment in your Stripe dashboard, the refund shows on the booking too, and your team is told.
• Disputes: when a traveller disputes a card payment with their bank, the booking's history says so with the reason, and your team gets a notification. Answer the dispute in your Stripe dashboard.