This article contains information about the refund procedures for different payment methods used in Regiondo depending on the type of tickets booked and cancelled and on the status of your Stripe Balance.
Stripe positive balance
The positive balance in Stripe means that you have earnings on your account, higher than “0”. This positive balance is going to be paid out to you by Stripe, and the amount that you are going to receive on your bank account represents your earnings minus the Regiondo commissions. Full documentation about Stripe can be found here: https://support.regiondo.com/en/article/how-does-stripe-connect-work
In order to process refunds automatically via Stripe, your Stripe balance must be higher, or at least equal to the amount that you would like to reimburse.
Payment methods and refunds
· Refunds for orders paid with credit card: VISA, MASTERCARD, AMERICAN EXPRESS can be processed automatically online or up to 1 year after the purchase.
· Refunds for orders paid with PAYPAL are not accessible for Regiondo. Each supplier is responsible for managing their own PayPal account.
· Refunds for orders paid via BANCONTACT can only be submitted for refund within 180 days from the date of the original charge. After 180 days, it is no longer possible to refund the charge.
· Refunds for orders paid with iDeal can be refunded up to 180 days after the original payment. Full documentation can be found here: https://stripe.com/docs/payments/ideal#refunds
Stripe negative balance
If your Stripe balance is negative or if your balance is not enough to allow our system to automatically make the refund, after cancelling the booking you will have the message "Manual Refund Needed".
Manual Refund Needed
For all cancellations you have made and for which you have received the message "Manual refund Needed", the amount will not be refunded automatically by our system and it cannot be deducted later, even if your balance is subsequently positive (the message is also displayed after the cancellation process).
This means that you must ask your customers for their bank details and refund the amount manually, regardless of the payment method used (SEPA, Sofort, Klarna, Giropay, Apple Pay, Google Pay, Alipay, etc.).
Retroactive refund
Once you cancelled a booking and the message "Manual refund Needed" appears, the refunds are not made retroactively. In other words, if at the moment of the booking cancellation, your Stripe balance is “0” or negative, despite the fact that you receive payments after cancelling the booking, the refund still must be done manually by you.
Bookings refunded with gift voucher
If you cancel the order with a gift voucher and the customer decides afterwards that he wants to be refunded in cash, please cancel the voucher code and make a manual bank transfer to the customer (to do this contact the customer and ask for his bank details). Full documentation can be found here: https://support.regiondo.com/en/article/how-to-cancel-a-booking
Indeed, before we had the possibility to make from our side the refund for bookings which were refunded via gift vouchers, but after several checks with Stripe, they informed us that these refunds of gift vouchers are made from the Stripe Regiondo account, and not from the supplier's Stripe account.
This means that it is Regiondo that supports the refund while the provider will receive the money for the cancelled order by gift voucher. Following this situation, we are no longer able to proceed with the refunding of the gift vouchers.
Manual Refund
Same procedure applies for this type of Bookings: ask the client for his bank details and make the refund from your bank account to the client's bank account.