Important Note: For every cancellation or refund you process, the customer will automatically receive an email notification from the system.
Once an order has been canceled, it can no longer be reversed from a technical point of view.
In general, bookingkit, Stripe or PayPal will not refund any fees in case of chargeback (dispute), failed charge or order cancellation.
1. Difference between Cancellation and Refund
A cancellation always relates to a specific order, participant, or event date. This may involve a full refund, partial refund, or no refund at all.
In contrast, a refund can occur without a cancellation, e.g., when a customer redeems a voucher on-site, requiring the overpaid amount to be refunded.
2. Types of Cancellations
Cancellation of an Order:
The entire booking is canceled, and a refund may be issued if applicable.
Cancellation of a Participant:
Specific participants in an order are canceled while others remain active.
Cancellation and optional deletion of an event date:
As a vendor, you can cancel all orders and participants for a specific event date and optionally delete the date itself.
After cancellation, these orders are marked as canceled in the overview, with invoices and tickets remaining accessible. For tax purposes, the system automatically generates a credit note.
3.1 Refunds with Cancellation:
The customer receives a refund in one of the following ways:
To the original online payment method
As a voucher
As cash or other manual refund methods outside bookingkit
3.2 Refunds Without Cancellation:
Refunds can also be processed without canceling an order, participant, or date. This is managed using the "Refund" function, where you can specify the amount and method (e.g., online payment, voucher, or cash).
4. Refunds When Stripe Wallet Balance is Insufficient
If your Stripe Wallet does not have sufficient funds for a refund, you have the following options:
a) Wait for new incoming orders to replenish your available balance automatically.
b) Refund via voucher instead of using online payment.
c) Process the refund manually outside bookingkit, e.g., via a bank transfer from your business account.
d) Contact bookingkit Support via the chat in the bottom-right corner to request a manual deposit into your Stripe Wallet. Support will provide the necessary bank details and purpose for the transfer.
5. subsequent monetary refund instead of refund by voucher
You have canceled an order and refunded it by voucher, but the end customer would now prefer a monetary refund?
Here's what you can do in this case:
1. First deactivate the voucher issued in error without triggering a new refund.
2. Differentiate according to the type of subsequent refund desired:
a) Refund outside of bookingkit, e.g. by bank transfer from your business account or payout on site
b) Refund within bookingkit to the online payment method used by the end customer in Stripe. Please contact bookingkit support via our chat and ask for a manual refund directly in Stripe.
3. For a) and b) the following applies: Documentation
To ensure traceability for your accounting department, note the subsequent refund - whether via Stripe or outside of bookingkit - in the internal comment for the order.
Note on canceled orders in the export environment: These are listed separately - more information here.