Partial or full refunds need to be processed directly through your payment gateway. Depending on what the refund is for, the platform may automatically create a refund receipt in Optix (i.e. you cancel a past room booking for a user that had a charge). However in the case that you need to manually issue a refund (i.e. you charged them for the wrong type of membership plan, they're no longer renting a parking space and you hadn't yet removed the charge from their monthly-recurring invoice, etc.) you can do that within your payment gateway account.

To process a refund in Stripe:

  1. Log into your Stripe account

  2. Find the charge to be refunded in the payments overview page of your Stripe account

  3. Click the icon to the right of the charge

  4. Select Refund payment from the menu that appears

  5. In the resulting prompt, select partial refund or full refund

  6. Click Refund

To learn more about how refunds work within Stripe, visit the Stripe FAQ on refunds.

To process a refund through a payment gateway other than Stripe:

  1. Log into your payment gateway account

  2. Find the charge to be refunded
  3. Complete the required refund process by following on screen instructions or referencing your payments gateway's help page

Note: If Optix doesn't automatically create a refund receipt, it can be manually created by a venue administrator.

Learn how to manually create a refund receipt within Optix.

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