Managing Refunds

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flowchart TD
    A["Booking created<br/>with payment"] --> B{Payment method?}
    B -->|ROLLER Payments| C["Refund via<br/>Venue Manager"]
    B -->|External processor| D["Refund via<br/>Payment gateway portal"]
    C --> E["Record refund in ROLLER<br/>via API"]
    D --> E
    E --> F["Create refund transaction<br/>using Payments or<br/>Cancel Booking endpoint"]
    F --> G{Refund<br/>complete}

This must still be actioned separately. If the original payment was taken via:

• ROLLER Payments: It must be refunded via Venue Manager. Help centre article here.
• An external payment processor: It must be refunded via that payment gateway's portal.

Bookings can be refunded via the API in two ways:

1. Using the payments endpoint.
2. Using the cancel a booking endpoint.

🚧

When processing refunds via API

• Ensure you do not refund more than the amount already paid on the booking
• Refunding payments made via ROLLER Payments is currently unsupported.

Examples

Example 1

1. A guest books and pays $30 via your external payment system, or ROLLER Payments via API.
2. You create the booking via API and include the payment transaction details.
3. Later the booking is cancelled:
   1. You refund the $30 externally.
   2. You then cancel the booking via cancel a booking and include the refund transaction details, which logs the refund in ROLLER.

Example 2

1. A guest books and pays $20 through a ROLLER Checkout (ROLLER Payments)
2. Later you add a $10 upsell via API and collect that $10 using your external payment system.
3. Later a full refund is requested:
   1. The $20 refund must be processed manually within ROLLER (as it was taken via ROLLER Payments).
   2. The $10 refund can be refunded either manually or via API, as long as it is also refunded via the external payment gateway's portal.