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.
How to process a refund
There are two pages where you can refund a payment using SiteMinder Pay.
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 via the Payments > Transactions page for reservations, as well as for payments made via automated payments, the payment terminal, and payment requests.
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?
To refund a payment via a third-party payment gateway (such as PayPal), you will need to log in and use the third-party’s payment gateway portal. Contact their support team if you require assistance.