Once you Approve a Booking, the refunds and cancellations will be handled from your account with the payment gateway, you opt to use with Advensure.

Issuing Refunds

For any booking you receive, you can get requests for and issue refunds with the payment gateway you have connected with Advensure 

If you are connected with Stripe

  1. Find the charge to be refunded in the payments overview page, after logging in to Stripe.

  2. Click the … icon to the right of the charge. From the resulting menu, select Refund charge.

  3. By default, you will issue a full refund. For a partial refund, enter a different amount to be refunded.

  4. Select a reason for the refund. If you select Other, you must provide an explanatory note that is attached to the refund.

  5. Click Refund.

If you are connected with Razorpay

  1. Head to Razorpay website and login using your credentials.

  2. Next, click on the payment from the list which you want to refund under the Payments Received tab.

  3. Click on Refund Payment button at the bottom.

  4. In the dialog box that appears next, click on OK to refund the full amount or check Partial Refund to refund partial amount.

Payout + Refund

As and when the refund has been issued by you, both you and the customer will receive the amounts (refunded to the customer and the balance to you), in the payment methods opted for, generally within 2 working days.

Payment Gateway Commission and Advensure Commission on Refunds

The refund that you issue, will be calculated on the amount exclusive of the Payment Gateway Charges and Advensure commission. The commissions for both, the payment gateway and Advensure are charged when you approve the booking.

If you do not approve the booking, the customer does not get charged at all and gets 100% of the booking money back. Payment gateway charges or Advensure commission is not applied on bookings that are not accepted.

Issue with Refund/Cancellations

We take any issues with refunds/cancellations very seriously. You can email us directly at [email protected] and start a chat with the subject line - “Issue with refund/cancellation - (Organisation Name)”, along with the refund/cancellation transaction number that you can find here (insert photo) and the booking ID for which the refund/cancellation was issued. You can also start a chat with the same details and we will get back to you immediately.