Refunding a Paid or Partially-paid Reservation

If you have pre-charged a reservation, there are cases when you may want to refund the guest later on. This could be that they made a purchase that qualifies them for a discount or joined a club that then waives their tasting fee.

However, based on your account configuration and integrations, there may be some limitations to refunds.

1. Your Payment Gateway
Your payment gateway may of limitations of how far in the past you can refund, so it's best to call their support team to understand. Many of limits as little as 30 days after the card was charged that they will not allow you to refund.

2. Your Integrated eCommerce Partner
Once a reservation has been synchronized to your eCommerce partner, we cannot update it later. Meaning if you charge a guest's card, then sync the order over to your eCommerce partner, we cannot send updated version of the transaction. This is why we do NOT recommend you sync reservations until the day after the guest's visit.

3. Voiding versus Refunding
When you submit a refund to CellarPass that would be a full refund or partial, it will first make an attempt to void the transaction, then submit a new charge for the updated amount. This void will either decline or be a success depending on when your daily batch has been closed or not. If the batch has closed for the day, it will then attempt to complete a refund for the amount.

Refunding a Reservation
You can refund a guest's reservation using the CellarPass Admin Panel, Guest Link Pro or TablePro following similar steps. You will do this by Modifying the reservation and updating the tasting fees or applying a discount. Once the values have been changed, you can then complete the reservation which will then prompt you to refund, or void depending on when the original transaction took place.

Refunding via Admin Panel

1. Log into CellarPass admin panel by going to https://www.cellarpass.com/manage
2. In the top right, select the search (magnifying glass) icon. (Skip this step if you are already viewing the Reservation Details)
3. Change the dropdown to Reservation or Guest depending on what information you have to locate the reservation.
4. Enter the Confirmation Number.
5. Click Search.
6. The system will locate the reservation.
7. Click the Confirmation #.
8. Doing so will open the Reservation Details view.
9. On the top, right-hand side select the Modify Booking option in the More Actions menu.
10. Adjust the guest quantity, price or apply a discount.
11. Click Save Reservation.
12. Doing so will prompt if you would like to process a refund.
13. The guest and admins will receive an updated confirmation with the new final amount.

Cancelling a Reservation & Refunds or Voids
When you choose to Cancel a reservation, the system will prompt you if you want to fully refund or not. There's no option to refund a partial amount when cancelling. If you need to do so, follow the Refunding a Paid Reservation instructions above.