There are situations that occur where customers may need to receive a payment refund. For example, 

• A customer on the trip has cancelled due to unexpected circumstances, such as last minute scheduling or emergencies.  
• The customer no longer wants any add-ons or products purchased on the original booking. 
• The customer wants to change their payment method after booking. 

Things to Note 

• Credit Cards are manually refunded through TripWorks in 5-10 business days. 
• Refunding a payment for a customer does not mean they have canceled their booking. If you need to cancel a trip, see Reschedule, Unschedule, or Cancel a Trip‍.

How to Process a Manual Refund

• Navigate to the trip by searching for the customer name or finding it under the Sales tab 
• Select the Payment tab from within the trip 

• Select Refund next to the payment 

• Enter the Refund Amount  and write any Comments/Notes as to why the refund is being issued

• Select Refund to complete the manual refund

How to Send a Refund Confirmation Message

After manually refunding a payment for a customer, it is recommended that you send a customized confirmation message to update your customer on the new refund amount. This ensures that the customer has confirmation of the refund status. 

You can view all your messages for a current trip in messages on a trip overview. This shows you all messages that have been sent, received, and queued to be sent. This helps you keep track of your interactions with your customers at all points of the transaction. 

• Select the Email icon in the customer's trip to open up a new message

• Select Refund was Processed in the template drop-down menu

• Input any special notes or personalized message
• Select Send