Skip to content
English
Contact us
  • There are no suggestions because the search field is empty.

A customer would like a refund on their credit voucher

Find out how to refund a customer's credit voucher or activity voucher, and the alternatives you can offer to keep them booking with you.

If a customer asks for a refund on their credit voucher, perhaps because their plans have changed or they can no longer visit, you have a few options. Some keep the customer booking with you, and if a refund is the best route, you can usually process it yourself from your Dashboard.

Before you refund

  • More time: If they haven't been able to use their voucher yet, click the voucher and select Edit Expiration Date to give them longer
  • Pass it on: Credit vouchers can be used by anyone with the code, so the customer may be happy to give it to a friend or family member

Refund a credit voucher

If the customer paid for their voucher by card, you can refund it from your Dashboard.

  1. Go to Sales -> Credit vouchers and click the customer's voucher
  2. Check the remaining balance
  3. Click Refund

The remaining value of the voucher is refunded to the card the customer paid with.

If you don't see a Refund button, for example because the voucher was issued from a booking refund or created by your team, contact our team at help@eola.co with the customer's name, email address, voucher code and the amount to refund. We'll be happy to help.

Refund an activity voucher

Activity vouchers are refunded by our team. Contact us at help@eola.co with the customer's name, email address, voucher code and the amount to refund, and we'll process it for you.

Good to know

  • Refunds to a card can take 5 to 10 working days to reach the customer, depending on their bank
  • If a customer only wants to cancel one booking made with their voucher, cancel the booking as normal. The refund goes back to them as a credit voucher

Helpful tips:

  • Check the remaining balance before you agree an amount with the customer
  • Mention your voucher refund policy in your voucher text so customers know where they stand
  • Offering more time first keeps the door open for the customer to come back

Related guides