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Payment options, refunds and chargebacks
Payment options, refunds and chargebacks

Which payment methods are available to your end customers with bookingkit. Find out everything about refunds and chargebacks here

Björn Blankenhagen avatar
Written by Björn Blankenhagen
Updated this week

With this article we would like to give you a brief overview of the different payment methods you can offer your customers with bookingkit.

Important note: In general, all payment methods can only be activated or deactivated per account.

  • Exception: For the payment method "Payment on site", control at experience level is also possible via bookingkit support.

Please also note that it is not technically possible to use bookingkit without online payment.

Stripe

Credit Card

Description: Credit cards are one of the most popular types of online payment with wide global reach. There are several types of cards and several steps in the process. Bookingkit supports (via Stripe) several card brands, from large global networks like Visa and Mastercard to local networks like Cartes Bancaires in France or Interac in Canada.

The following credit cards are supported by Stripe:

  • Cartes Bancaires

  • China UnionPay (CUP)

  • Discover und Diners Club

  • Japan Credit Bureau (JCB)

  • Visa/Mastercard

Bank debit (SEPA direct debit)

  • Type of payment method: Authorized debit of the bank account

SEPA Direct Debit

Description: Stripe collects the money directly from the end customer's bank account. Prior to the debit, the end customer receives an automatic eMail from Stripe about the upcoming debit to the bank account.

Also note that the end customer can subsequently object to the direct debit. If this happens and the chargeback is approved by the bank, we will always inform you proactively via eMail.

Bank forwarding (iDeal etc.)

  • Type of payment method: Direct debit

  • Duration until credit: 4-7 bank working days

Bancontact

Description: The most popular payment method for Belgian customers. Customers with a Bancontact card or mobile app linked to a Belgian bank account can make secure, guaranteed and instantly confirmed online payments.

EPS

Description: An Austrian-based payment method that allows customers to make transactions online using their bank credentials.

iDeal

Description: A payment method originating from the Netherlands. It redirects the customer to their online banking to authenticate a payment using a second authentication factor. The information about the payment made or not is received immediately. The procedures the customer goes through depend on the bank.

P24

Description: Payment method portal service that allows customers residing in Poland to conduct transactions online via bank transfer and other methods.

Wallets (only for mobile bookings)

Description: Customers can use wallets to pay online with a saved card or a digital wallet balance. GooglePay and ApplePay do not need to be activated separately. It is automatically available in the mobile application when card payment is activated.

Apple Pay

Google Pay


PayPal

disclaimer: In our commitment to continuously enhance your experience and optimize conversion rates, we have made the decision to temporarily deactivate the PayPal integration on 14 March 2024. This decision was based on thorough testing, which showed that the conversion rate remained at the same level without PayPal.
To make sure that your revenue (and hence revenue for bookingkit) keeps coming in, we will intensify monitoring during the deactivation phase. We are in the same boat as you! However, we understand that some of our customers may prefer to continue using PayPal as a payment method. If you wish to retain PayPal as a payment option, please reach out to us, and we will work to make an exception for you as a valued customer.

Description: Paying with PayPal is the only online payment method that is not done via Stripe. Here you link your PayPal account directly to bookingkit. This guide will lead you through the related initial setup.


Platforms

You can find the information when which platform settles with you via which channel and which fees apply directly in bookingkit reach.

Using GetYourGuide as an example:


Payment on site / via SumUp

Description: The end customer chooses to pay on site and payment is made at the venue on the booked date. Activation of on-site payment is only possible through your Success Manager or the support team. Please note that this may result in a higher no-show rate.

Payment on site via SumUp

With our interface to SumUp you can offer your customers on-site payments with card, smartphone and cash. Learn more here...

Refunds

Notice:

In general, bookingkit, Stripe or PayPal will not refund any fees in case of chargeback (dispute), failed charge or order cancellation.

Generally, instead of a monetary refund, we always recommend a refund in exchange for a voucher. This way you increase the probability that your customer will book with you again in the future and not with your competitors. However, there are cases where a monetary refund is unavoidable. Therefore the following list:

Note on credit card refunds:

Please note that the amount refunded will only be credited back to the credit card balance. It will not be credited to the bank account used for the monthly credit card statement.

The funds on to the cardholder's bank are being send immediately. How long it takes after that is up to the customers bank. A customer should see the refund on their statement approximately 5-10 business days after the refund was issued, depending upon the bank.

For most refunds, this will take the form of a new line item on their statement with a positive credit amount equal to the original charge. Some refunds, however, called 'reversals' in the jargon of the industry, will cause the original charge to simply drop off the statement. There will be no payment and no refund; it will be as if the original charge simply never happened.

These can be easy to miss, and may cause the customer to think they've not received the funds back, if they're waiting to see a new refund line item. They should be prepared for either case.

Stripe

All payments accepted through Stripe can be processed as a full or partial refund. When you initiate a refund, you should inform your end customers directly that it may take up to 5 business days for the money to arrive in their bank account. Refunds are generally available up to 180 days after the payment date.

PayPal

Only a full refund is currently set up here. A partial refund directly via PayPal is unfortunately not possible with our currently used interface.

Alternatively, you can make the refund directly in PayPal and then book it in bookingkit as follows:

Platforms

Notice:

Generally, there is no refund of fees and/or commission on the part of bookingkit or the marketing partner if the order is cancelled.

Full integration (e.g. TUI Musement, ADAC)

For platforms with a full integration, the end customer will automatically receive a refund in the event of cancellation in bookingkit.

Partial integrations (e.g. GetYourGuide, viator/TripAdvisor)

For all partial integrations, the platform settles directly with the end customer outside bookingkit. A cancellation by you as a vendor or by the end customer can therefore only be made directly via the platform. The corresponding refund to the end customer is then also triggered directly from there.

Payment on site / via SumUp

Orders with on-site payment can be refunded at any time with a partial or full refund either monetarily or against voucher. A refund to an online payment method is not possible in this case.


Disputes and chargebacks

  • Stripe

Credit card

When paying by credit card, a dispute by the end customer is possible at any time. bookingkit is informed about the dispute by Stripe and uploads the corresponding invoice and booking confirmation there. The dispute will then be rejected as unfounded in almost all cases.

Direct debit

The end customer can subsequently dispute to the direct debit without giving reasons. If this happens and the return debit is approved by the bank, we always inform you proactively by email. A dispute may also occur if the customer's bank is unable to debit his/her account due to a problem (e.g., the account is blocked or does not have sufficient funds), but has already provided the funds to successfully complete the debit. In this case, the bank reclaims this money also in the form of a dispute. Stripe charges a fee of 7,50€ per chargeback, which will also be debited to your Stripe-Wallet. Please also note this detailed information from Stripe.

  • Important note regarding the display of chargebacks in bookingkit:

bookingkit will deduct the amount already credited via Stripe from your wallet balance again. However, the payment status of the corresponding order remains unchanged, since it was initially marked as successfully paid by the system.


Overview matrix: When are which payment methods credited to your Stripe wallet and how are fees and commissions calculated?

Fees when creating an order:

  • X = Fees will be charged retroactively as part of the bookingkit monthly invoice.

  • O = fees will be deducted while crediting your Stripe Wallet or PayPal account

feer →

participant

booking

payment

commission

Banking days*

payment option↓

PayPal

O

O

O

O

0

Credit Card

O

O

O

O

1

Bank forwarding (e.g. iDeal)

X

X

O

X

4-7

Bank debit (SEPA direct debit)

X

X

O

X

5-14

Bank Transfer

X

X

X

X

min. 2

Payment on site

X

X

X

X

0

* Time between order date and receipt of payment on your Stripe Wallet in banking days.

Important notice:

When adding an additional participant or rebooking to a higher order value, the associated additional fees and commissions will be charged retroactively as part of the bookingkit monthly invoice.

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