Refund procedures in Regiondo depend on the payment method used, on the type of tickets booked and cancelled, and on the status of your Stripe balance.
1. Stripe positive balance
A positive Stripe balance means your account earnings are above 0. Stripe pays this balance out to you, and the amount that reaches your bank account is your earnings minus Regiondo commissions. For more information on this, see How does Stripe Connect work?
Stripe can only refund automatically if your balance is at least as high as the amount you want to reimburse.
2. Stripe negative balance
If your Stripe balance is negative, or too low for the system to refund automatically, the message Manual Refund Needed appears when you cancel the booking. It also appears after the cancellation process.
For every cancellation that returns Manual Refund Needed:
- The system does not refund the amount automatically.
- The refund is never applied retroactively. If your balance is zero or negative when you cancel, any payments you receive afterwards will not trigger the refund automatically, even if your balance becomes positive. You will still need to process the refund manually.
- You must ask the customer for their bank details and refund the amount manually, whatever the payment method used (SEPA, Sofort, Klarna, Giropay, Apple Pay, Google Pay, Alipay, etc.).
3. Payment methods and refunds
| Payment method | Refund handling |
|---|---|
| Credit card: VISA, MASTERCARD, AMERICAN EXPRESS | Can be processed automatically online, or up to 1 year after the purchase. |
| PAYPAL | Regiondo cannot access PayPal refunds. Each supplier is responsible for managing their own PayPal account. |
| BANCONTACT | Refundable only within 180 days of the original charge. |
| iDeal | Refundable up to 180 days after the original payment. Full documentation: https://stripe.com/docs/payments/ideal#refunds |
4. Bookings refunded with a value voucher
If an order was refunded with a value voucher and the customer later requests a cash refund, you will need to cancel the voucher code and refund the customer manually via bank transfer. To do so, contact the customer and ask for their bank details. For detailed instructions on cancelling a voucher, please refer to: How to cancel a booking?
Previously, we were able to process refunds for bookings that had already been refunded via a value voucher. However, after reviewing this process with Stripe, we learned that these refunds are issued from Regiondo's Stripe account rather than the supplier's Stripe account.
As a result, Regiondo would cover the cost of the refund, while the supplier would still receive the payment for the order that was cancelled and refunded with a voucher. For this reason, Regiondo can no longer process these refunds.
Manual refund
If a customer requests a cash refund after receiving a value voucher, please:
- Cancel the voucher code.
- Ask the customer for their bank details.
- Transfer the refund directly from your bank account to the customer's bank account.
5. Refund processed but not received
When a refund has been processed successfully, the funds leave Stripe and are then handled by the customer's bank or card issuer, which can add further time before the money appears on the customer's statement.
If the customer says the refund has not arrived, first check the booking to confirm the refund was processed. If it was, contact Support and ask for the ARN (Acquirer Reference Number) for that refund. The ARN is not available in your dashboard and cannot be retrieved by you or your customer — only Support can provide it. Once you have it, pass it to the customer to give to their bank, which can use it to locate the payment.
6. How a refund appears on your monthly invoice
When you refund a booking in full, the customer receives the full amount they paid, including the fees deducted at the time of sale. Those fees are not recalculated on cancellation, so they appear as a charge on your next monthly invoice.
If you apply an adjustment fee, the customer receives less than the full amount and the amounts below change accordingly.
Example: full refund with no adjustment fee
A customer pays for a booking. Fees are deducted at the time of sale, and the remaining amount is paid out to you.
When the booking is refunded:
- The customer is refunded the full amount they paid
- The amount already paid out to you is reclaimed
- The fees deducted at the time of sale are charged on your monthly invoice
Your fee rates are set in your contract, so the exact amounts depend on your agreement.
On your Monthly Detailed Invoice this appears under Ticketshop – Cancelled tickets – Refund method: Money flow. See The Monthly Detailed Invoice for how the invoice is structured.