📌 This article answers the following questions:
- How do I refund a customer via Stripe from elloha?
- How do I record a refund made by bank transfer or cheque?
- What is the difference between a Stripe refund and a manual refund?
- How do I settle a booking after a partial refund?
Why is this important?
Prompt handling of refund requests helps ensure the smooth running of your accommodation business:
Customer relations: a prompt response maintains your customers’ trust.
Accounting records: every financial transaction is recorded in your elloha account for full traceability.
Cash flow statement: the transaction history simplifies managing your end-of-season accounts.
Follow these step-by-step instructions
Step 1: Access the booking
To view the full details of the customer’s file and recorded payments:
In the left-hand side menu of your elloha account, click on Bookings.
Select the booking number to open the detailed record.
If you can’t find a booking, see our dedicated guide on how to search for a booking.
Step 2: Go to the ‘Payment’ tab
To manage the financial tracking of a booking:
In the booking, click on the ‘Payment’ tab.
This section allows you to:
View the history of all payments already received.
Add a payment.
Add a refund.
Step 3: Select the refund method
Before proceeding with the refund, check the original payment method used by your customer:
Payment via Stripe: process the refund directly from the payment line to automate the bank transaction.
Payment not via Stripe: enter the refund manually in the interface to ensure it is recorded in your accounts.
⚠️ Please note: A refund processed via Stripe is irreversible and immediately triggers a transfer to the customer’s bank card.
Step 4: Refund a payment via Stripe
If your customer’s payment was received via Stripe, you can process the refund directly from the booking record:
Identify the relevant payment line in the booking record.
Click on ‘Refund the customer’.
Check the amount: by default, the system suggests a full refund, but you can change this figure to issue a partial refund.
Confirm the transaction.
❗️Important: Refunds via Stripe are processed on a line-by-line basis. Each line corresponds to a transaction. If your customer paid in instalments, you will need to refund each transaction separately.
⚠️ Please note: A refund is only possible if you have sufficient funds in your Stripe account. Please note that the transaction fees initially charged by Stripe are non-refundable and remain your responsibility.
Once approved, the amount is automatically refunded to the payment method used by your customer.
📌 Good to know: In the case of a refund via Stripe, your customer will receive the funds within 5 to 10 working days.
Step 5: Record an external refund
If you issue a refund outside the elloha system, you must record it manually to keep your account records up to date.
In the relevant booking file, click the ‘New transaction’ button.
Select the ‘Add a refund’ option.
Select the payment method used (bank transfer, cash, cheque, etc.).
Enter the amount refunded.
❗️ Important: This action only records the transaction for the purposes of your booking’s accounting records. It does not trigger any actual transfer of funds to your customer.
Once you have checked the details, finalise the transaction:
Check the amount and the selected refund method.
Click Save.
The refund is automatically recorded in the booking’s payment history to ensure full traceability.
Key points
Stripe is your best ally: it’s the only way to process a direct, automatic refund without leaving elloha.
Accounting note: the refunded amount can never exceed the sums you have already received.
Transaction fees: the fees charged by your virtual payment gateway at the time of payment are not refunded, even in the event of a full or partial refund to the customer.