What refunds can be processed with SiteMinder Pay?
You can easily process process refunds directly in the SiteMinder platform for payments that were originally made through SiteMinder Pay. This includes:
Reservation payments
Automated payments
Virtual terminal payments
Payment request payments
If the original payment was processed through a third-party payment gateway (such as PayPal, Paystack, AsiaPay, or BimoPay), SiteMinder Pay cannot refund it. Log in to the gateway's portal and process the refund there. Third-party payment gateway transactions are not visible in your SiteMinder Pay Transactions page. Contact the gateway's support team if you need help.
When can I process a refund?
With SiteMinder Pay, you can easily process payments and refunds via your SiteMinder platform. When you refund a guest, the funds will be returned to the same payment card used for the original payment.
⚠️ Refunds must be processed:
Within 90 days of processing the original payment
No later than seven days after a guest’s check out date
⚠️ If you're not using SiteMinder Pay and use a third-party payment provider such as Stripe, Square, or PayPal, process the refund through the payment system you originally used.
How to process a refund
There are two pages where you can refund a payment using SiteMinder Pay.
Process a refund from the Reservations page
Process a refund for a reservation via the Reservations page:
Go to Reservations.
Find and click on the reservation you want to process a refund for.
Click Manage payments.
Click on Past payments and refunds.
Find a refundable payment and click on Refund.
Enter the Amount to refund.
Click on Process refund.
Process a refund from the Transactions page
Use this method to refund payments made via automated payments, the virtual terminal, or payment requests, as well as for reservation payments.
Go to Payments > Transactions tab.
Find and click on the transaction you want to process a refund for.
Click on the Refund button.
Enter the Amount to refund.
Click Process refund.
The refund will be returned to the same payment card used for the original payment. If the original payment card has since expired or been cancelled, you can still process the refund as the funds should instead be credited to the guest's new payment card (depending on their bank and card issuer) or their bank account.
When will the guest receive the refund in their bank account?
Once you have refunded a guest using SiteMinder Pay, it can take up to seven days to be received in the guest’s bank account, depending on their bank and where they are located.
If the guest is not seeing the refund on their bank statement:
If the guest is asking why they are not seeing the refund on their bank statement, this may be why:
The refund appears as a reversal: The original payment will be removed from their bank statement
If the payment is refunded during its authorisation period: The original payment will be adjusted to either a lower amount (for a partial refund) or zero (for a full refund). The transaction may also be marked as ‘Pending’ on their bank statement
How can I refund a payment processed via a third-party payment gateway?
If the original payment was processed through a third-party payment gateway such as PayPal, Paystack, AsiaPay, or BimoPay, you cannot process refunds via the SiteMinder platform. Log in to the gateway's portal and process the refund there. Third-party payment gateway transactions are not visible in your SiteMinder Pay Transactions page. Contact the gateway's support team if you need help.