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Refund a guest from their booking: a goodwill gesture, a shorter stay, or an extra you shouldn’t have charged. The money goes back to the card the guest paid with, through your Stripe account.
Refunds need Stripe; see Connect Stripe. Anyone in the team can issue a refund from a booking.

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Refund a guest

1

Open the booking

Go to Bookings, open the booking and, in its Payment section, click Issue refund. The button shows when there’s something left to refund.
2

Choose what to refund

If the guest also paid for extras, pick under Refund from: The stay, or one of the extra charges.
3

Enter the amount

Enter the Amount: Overviu shows how much can be refunded. Add a Reason (optional); it’s kept in the booking’s Timeline.
4

Refund

Click Refund. If Stripe refuses, Overviu shows Stripe’s reason and nothing is refunded.
A stay refund comes off the newest payments first, and never touches extras. Stripe usually takes 5 to 10 days to put the money back on the guest’s card.

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Refunds Overviu makes for you

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Refunds made in Stripe

You can also refund a payment in your Stripe Dashboard. Stripe tells Overviu, and the booking’s Payment section, payment status and reports follow, as if you’d refunded it in Overviu.

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What can’t be refunded through Stripe

  • Money you recorded as cash, bank transfer or card terminal: it never went through Stripe. Pay it back the way you received it.
  • More than the guest paid.

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A payment that arrived too late

If a guest pays after their booking stopped waiting for the payment (for example, it was cancelled for not paying in time), the booking shows Refund needed. Refund the payment with Issue refund, or talk to the guest about booking again.