Processing Refunds

Refunds return money to customers when bookings are cancelled, services aren't delivered, or corrections are needed. This guide covers how to process refunds in the Travel Zone Dashboard.

Refund Overview

Refunds in Rahal are:

• Linked to transactions: Each refund references a payment transaction
• Trackable: Full audit trail from request to completion
• Partial or full: Can refund portion or entire amount
• Provider-dependent: Actual processing varies by payment provider

Viewing Refunds

From the order details page:

1. Navigate to the Payments tab
2. Scroll to the Refunds section
3. View all refunds for this order

Each refund shows:

Creating a Refund

To initiate a refund:

1. Open order details
2. Navigate to Payments tab
3. Find the transaction in the Transactions section
4. Click the refund action
5. Enter refund details:
   • Amount
   • Reason
   • Extended info (if needed)
6. Submit the refund request

Required Information

Refund Amount

The refund amount should be specified in the smallest currency unit:

• For IQD: Amount in fils (1 IQD = 1000 fils)
• For USD: Amount in cents (1 USD = 100 cents)

Example: To refund 50,000 IQD, enter 50000000 (50,000 × 1,000)

Refund Types

Full Refund

Refunds the entire transaction amount.

1. Find the original transaction
2. Enter the full transaction amount
3. Reason: e.g., "Full cancellation per customer request"

Partial Refund

Refunds less than the full amount.

1. Find the original transaction
2. Enter the partial amount
3. Reason: e.g., "Partial refund for hotel cancellation only"

Multiple Refunds

An order can have multiple refunds:

• Multiple partial refunds on one transaction
• Refunds on different reservations
• Corrections to previous refunds

The total refunded amount is tracked and displayed on the transaction.

Provider-Specific Processing

How refunds are processed depends on the payment provider:

SUPER_QI_APP

• Refund processed through Super Qi API
• Returns funds to user's wallet
• Usually completes within 24 hours

CHECKOUT_COM

• Refund processed through Checkout.com API
• Returns funds to original card
• May take 5-10 business days to appear

BNPL

• Refund adjusts remaining installments
• Complex scenarios require BNPL support
• May involve fee adjustments

CORPORATE_DIRECT

• No actual refund processing
• Adjusts company billing
• Budget is released

Order Status After Refund

After a refund is processed, you may need to update the order status:

1. Partial refund: Order may remain FINALIZED
2. Full refund: Typically mark as REFUNDED
3. Service still usable: Keep as FINALIZED

Changing Order Status

1. From order details, click Mark as Refunded
2. Confirm the action
3. Status changes to REFUNDED
4. Event logged in audit trail

Refund Tracking

Finding Refunds

To find orders with refunds:

1. Go to Orders list
2. Filter by status: REFUNDED
3. Or look at individual order payment tabs

Refund Timeline

1. Initiated: Refund request submitted in dashboard
2. Processed: Sent to payment provider
3. Completed: Provider confirms refund
4. Visible: Appears in customer's account

Refund Scenarios

Customer Requests Cancellation

1. Customer contacts support
2. Agent locates the order
3. Verifies cancellation is allowed
4. Processes refund
5. Updates order status if needed
6. Notifies customer

Booking Failed After Payment

1. Order shows FAILED or reservations unsuccessful
2. Review events for failure reason
3. Attempt to resolve or confirm not recoverable
4. Process full refund
5. Mark order as REFUNDED

Partial Service Delivered

1. One reservation succeeded, another failed
2. Process refund for failed reservation only
3. Order may remain FINALIZED if service was partially delivered

Pricing Error Correction

1. Customer charged incorrectly
2. Calculate overcharge amount
3. Process partial refund for difference
4. Document in extended info

Best Practices

Before Processing

1. Verify the request is legitimate
2. Check refund policies (airline, hotel)
3. Confirm amounts are correct
4. Document the reason clearly

During Processing

1. Double-check amounts in correct units
2. Select correct transaction if multiple exist
3. Provide clear reason for audit trail

After Processing

1. Verify refund appears in system
2. Update order status if needed
3. Notify customer of expected timeline
4. Document in support ticket if applicable

Troubleshooting

Refund Failed to Process

• Check payment provider status
• Verify transaction is eligible for refund
• Check for sufficient time since payment
• Contact payment provider support

Wrong Amount Refunded

• Cannot undo completed refunds
• Process a correction (debit) if possible
• Contact payment provider for guidance
• Document the error and resolution

Customer Didn't Receive Refund

• Verify refund shows in system
• Check payment provider portal
• Confirm timeline expectations
• Escalate to payment provider if overdue