A customer has not received their refund 

If a customer contacts you to say they haven't received their refund, there are two common reasons to check first, before reaching out for help. 

The refund was issued as a voucher

If the customer made the booking using a voucher, then the refund will automatically be refunded to another voucher. 

Alternatively, a member of your team may have accidentally processed the refund as a voucher instead of refunding the customer's original payment method. If it was issued as a voucher, the customer won't see money returned to their bank account. Instead, they'll have a voucher that can be used towards a future booking.

You can re-send the customer their voucher by clicking on the voucher, selecting 'Print PDF' and then either printing or emailing them their voucher.

If the customer paid by payment card and wasn't expecting a voucher then you will need to reach out to help@eola.co confirming the customer name, email address and amount to be refunded. We will process and confirm that the payment has been refunded to their original payment card. 

You should also click on the voucher and select 'deduct funds' to cancel the voucher credit from being used by the customer. 

The payment was reversed

If the refund was processed on the same day the booking was made, the payment may have been processed as a reversal rather than a standard refund.

A reversal cancels the original payment before it has fully settled. This means the customer may not see a separate refund transaction in their bank account. Instead, the original payment may simply disappear from their transaction history or be released back to their available balance. The way this appears, and how quickly the money becomes available, can vary depending on the customer's bank or card provider.

This means that even though the customer can't see a transaction labelled as a refund, the money may already have been returned to them through the reversal.

What should I check?

If a customer says they haven't received their refund:

1. Check the booking to see how the refund was processed. Click into the booking, find the customers name and then click the price next to their name for a full transaction log 
2. If the refund was issued as a voucher, confirm the reason with your team
3. If the booking was made and refunded on the same day, consider whether the payment was reversed
4. If neither of these applies, or you need support with issuing a refund, contact our team at help@eola.co 

Helpful tips:

• Give the customer's bank time to process the payment. Reversals and refunds can take different amounts of time to appear, depending on the customer's bank or card provider

• If you're unsure what has happened with a refund, contact the eola team and we'll be happy to help you check what's happened