Skip to main content

Refund Process

Overview​

This documentation explains how to process refunds in PayKu. Depending on the transaction type, the refund process and handling may differ.

info
  • Refund processing may take up to 14 business days depending on the issuing bank and payment provider.
  • Refunds are only available for supported payment methods.
  • Some payment methods such as Virtual Accounts, E-Wallets, and other local payment methods may not support refunds.
  • For OTA-issued Virtual Credit Cards (VCC), please also refer to your OTA partner's refund policy.

How to Process VCC Refund​

Credit Card refunds in PayKu are applicable for VCC (Virtual Credit Card) transactions issued by your OTA partner. Once a refund request is submitted, it is processed directly through the payment gateway without requiring manual review.

Find the reservation​

Search for the reservation from the Booking List. You can find the reservation using one of the following methods:

Via Booking Chart​

First, navigate to Front Office → Booking Chart.

  • From the Calendar tab via-booking-chart_1_kjcnl8.png
    1. Go to the Calendar tab.
    2. Find and click the reservation from the booking chart.
    3. A pop-up window will appear. Click Edit Reservation.
    4. On the Edit Reservation pop up, go to Credit Card tab. cc-tab-popup.png
  • Using Booking ID via-booking-chart-id_1_izozws.png
    1. Go to the Booking tab.
    2. Enter the Booking ID in the Res# field.
    3. Click the Search button.
    4. The matching reservation will appear in the table. Click the Select button in the left column.
    5. Choose Edit.
    6. A new tab containing the reservation details will open automatically.
    7. On the reservation tab, go to Credit Card. cc-tab.png

Via Booking List​

To find a reservation, go to the Bookings menu, then select Booking List. via-booking-list_1_totojt.png

  1. On the Booking List page, click the Advanced Filter button.
  2. Enter the booking ID in the Res# field.
  3. Click the Search button. The table will display the matching reservation.
  4. Click the Action button.
  5. Select Credit Cards.

Request Refund​

  1. In the Payment section, click Refund. access-refund-vcc_ou651q.png
  2. Enter the refund amount. The amount cannot exceed the original payment amount. vcc-refund-amount.png
  3. Click the Refund button to submit the refund request.
  4. Wait until the refund process through the payment gateway is completed.
info

Troubleshooting Credit Card Refund​

Refund button not available

  • Make sure the transaction was paid using a supported Credit Card or VCC payment method.
  • Verify that the transaction status is already successful before processing the refund.

Refund failed

  • Ensure the refund amount does not exceed the original transaction amount.
  • Retry the process after a few minutes if the payment gateway is temporarily unavailable.

Refund status not updated

  • Refresh the page and wait a few moments.
  • Some banks may require additional processing time before the refund appears on the guest’s card statement.

How to Process a Payment Processing Refund​

Payment Processing refunds apply to transactions made through PayKu's Payment Processing feature. Unlike Credit Card refunds, these refunds require manual review and approval from the Accounting Team before they can be completed.

Request Refund​

  1. Navigate to Payment Processing > Transactions.
  2. Find the transaction you want to refund.
  3. Click the Action button on the transaction row, then select Refund. access-refund-payment-processing_o0gebf.png
  4. Enter the refund amount and reason, then submit the refund request. request-payment-refund_t6utug.png
  5. The refund request will be reviewed by the Accounting Team. During the review process, the refund status will change to Pending Refund. pending-refund-payment-processing.png
  6. Once approved, the refund status will automatically update to Success.

Check Refund Status​

You can monitor the refund progress from the transaction status.

  1. Click the Action button on the transaction with Pending Refund status, then select Refund Detail access-refund-detail_w8lv7i.png
  2. A pop-up window will appear, displaying the submitted refund amount and refund reason. You can click the Check Status button to view the latest refund progress status. refund-detail-form.png
info

Troubleshooting Payment Processing Refund​

Cannot submit refund request

  • Refund amount cannot exceed the original transaction amount.
  • Refund requests can only be submitted once for each transaction.

Refund remains in Pending Refund status

  • The refund request is still under review by the Accounting Team.
  • Use the Check Status button to view the latest refund progress.
  • If the status remains unchanged beyond the expected processing time, contact PayKu Support or the Accounting Team for further assistance.

Refund rejected

  • Verify that the transaction is eligible for refund.
  • Contact the Accounting Team if additional clarification is required.