Sometimes you need to return money to a guest — a cancellation, a change of plans, dropping an add-on, or switching payment methods. TripWorks lets you refund a payment in full or in part, right from the trip's Payments tab.
In this article
Full and partial refunds
- Full refund — return the entire payment.
- Partial refund — return part of it, for cases like a guest downsizing to a smaller experience, fewer travelers than booked, or removing add-ons or products.
Open the trip, go to the Payments tab, and issue the refund on the payment you want to return.
Credit card refunds are processed through TripWorks and typically take 5–10 business days to appear on the guest's statement, depending on their bank.
Are processing fees refunded?
Usually not — and this is an industry standard, not a TripWorks choice. When a card payment is refunded, the card networks generally keep the processing fee on the original transaction. If you pass fees to your customers at checkout, plan for the fact that refunding a booking doesn't automatically claw back that processing cost. Factor it into your cancellation policy so a refunded booking doesn't quietly cost you the fee.
"I refunded them, but they don't see it"
If you issue a refund on the same day as the original charge, it's handled as a reversal. A reversal removes the charge entirely — so instead of showing a separate refund line, it simply disappears from the guest's statement (and often from any "pending" list too). If a guest is worried they don't see a refund line, that's why: advise them to contact their bank to confirm the original charge didn't go through.
Frequently asked questions
How long does a refund take?
Card refunds typically take 5–10 business days to appear, depending on the guest's bank.
Do I get the processing fee back when I refund?
Generally no — card networks keep the original processing fee on a refund. Account for this in your cancellation policy.
Why can't my guest see the refund on their statement?
A same-day refund is a reversal, which removes the charge entirely rather than showing a refund line. Have the guest check with their bank to confirm the charge didn't post.
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