Workflow: How to Refund a Payment

Need to refund a customer but keep the trip on the books? GoGuide lets you issue a full or partial refund directly from the booking's payment row — no cancellation required.

---

Step 1: Open the Booking

- Go to the **Bookings** or **Schedule** tab from the left-hand menu.
- Click into the booking you want to refund.

---

Step 2: Find the Payment

- Scroll down to the **Payment information** table on the booking.
- Each completed payment has its own row at the bottom of the booking page.
- On the row you want to refund, click the **Refund** button (bottom-left of the row).

---

Step 3: Choose the Refund Type

A Refund Payment window appears with two options:

- Full Refund $X.XX USD — refunds the entire paid amount in one click. GoGuide service fees are returned; Stripe processing fees are non-refundable.
- Custom Amount — issue a partial refund for any amount up to the total paid.

Click whichever applies. Click Cancel to back out without doing anything

---

Step 4 (Custom Amount only): Enter the Refund Amount

- The amount field is prefilled with the full paid amount.
- Edit it to whatever partial amount you want to return (e.g., refund the deposit only and keep the rest).
- Partial refunds can include proportional GoGuide fee and tax adjustments, so the GoGuide service fee returned is scaled to the partial amount.
- Click Continue to move on, or ← Back to go back to the type selector.

---

Step 5: Confirm the Refund

The Confirm Refund screen shows:

- Refund Amount — the amount about to be returned to the customer.
- Refund Type — *Full Refund* or *Partial Refund*.

Click Refund to commit. Click ← Back to revise the amount or change the type.

---

Step 6: Verify on the Payment Row

After the refund processes, the payment row updates:

- Refunded Amount reflects the returned total.
- Amount Paid Towards Trip drops by the refunded amount.
- The booking itself stays in its current status (Booked, Scheduled, etc.) — only the payment is affected.

---

Key Notes

- ✔ Refund a customer without losing the trip — useful for deposit-only refunds, post-trip adjustments, or fixing an over-charge.
- ✔ Full refunds return the GoGuide service fee; partial refunds return a proportional share.
- ✔ Stripe processing fees are non-refundable in either case — see What is GoGuide's Refund Policy? for the breakdown.
- ✔ Need to cancel the trip *and* refund? Use the Workflow: How to Cancel a Booking flow instead — it handles both in one step.