Refund a deposit and control payment actions in the Host app

Included in all plans; needs a connected Mollie or MultiSafepay accountBackofficeFor managers

Needs: Owner or Admin for the Host app switches; staff with access to the reservation to refund

You can refund a paid deposit or payment, fully or partly, from the reservation. You also decide whether floor staff may send payment links, issue refunds and cancel payment requests from the Host app.

Where to find it

  • Host app switches: Backoffice › Settings › Payments › Host app payment actions
  • Refund in the Backoffice: open the reservation › payment details › Refunds › Issue refund
  • Refund in the Host app: open the reservation › payment section › Issue refund, or the Host app Payments page

What it does

Host app payment actions (per location):

  • Send payment links from the Host app – staff can request a payment on an existing reservation.
  • Issue refunds from the Host app – staff can refund a paid deposit or payment.
  • Cancel payment requests from the Host app – staff can cancel an unpaid payment request.

Refunds

  • Leave the amount empty to refund the full remaining balance, or enter a partial amount. A partial refund cannot be more than what is still refundable.
  • The refund is sent to Mollie or MultiSafepay. Its status (for example "Refund pending", "Refund processing", "Refunded", "Partially refunded", "Refund failed") updates when the provider finishes.
  • The money goes back to the guest's original payment method through your provider.

How to set it up

  1. Go to Settings › Payments with the location selected.
  2. Under Host app payment actions, switch on the actions your floor staff may do. You see "Host app payment settings saved".

How to refund a deposit

  1. Open the reservation.
  2. In the payment details, click Issue refund.
  3. Leave the amount empty for a full refund, or type an amount.
  4. Confirm. The refund appears under Refunds / Refund history.

Good to know

  • These switches only limit the Host app. Refunds can still be issued from the reservation in the Backoffice.
  • A refund cannot be undone.
  • The Host app Payments page lists the location's Mollie payments. A payment that is not linked to a reservation must be linked first ("Link this payment to a reservation to refund it.").

Troubleshooting

"Refunds from the Host app are turned off. An admin can turn them on in Backoffice → Payments." Switch on Issue refunds from the Host app under Settings › Payments, or refund from the Backoffice.

"No refundable balance left on this payment." The payment has already been refunded in full.

"Refund cannot exceed remaining balance (… EUR)." Enter an amount up to the remaining balance, or leave it empty for the full remainder.

"No payment provider is connected for this location." The provider was disconnected. Reconnect the same Mollie or MultiSafepay account, or refund from your provider's dashboard.

The refund shows "Refund pending" for a long time The provider has not finished processing it. Check the refund in your Mollie or MultiSafepay dashboard.

"Refund failed" The provider refused the refund. Check the reason in your Mollie or MultiSafepay dashboard, then try again.