⚠️Important: Before you start, make sure you have the correct permissions to refund a payment. If you don't have the correct permissions, please reach out to your head office.
To refund a Collins Pay payment, follow the steps below:
Click Enquiries.
In the notification center, click Payment Received.
Select a payment, then click the Payments tab.
Click Refund.
Enter the amount to refund, then click Refund.
📌Note: Refunds take 5-10 working days to reach the customer's bank account, depending on their bank and they are not chargeable.
Refund a customer when they have a new bank card
It is not a problem to refund a customer through Access Collins if they have replaced their bank card.
Even if a customer has replaced the card used for a payment through Access Collins, any refund will still be processed to the bank account associated with the original card.
If the customer has closed their account completely:
If they paid with a debit card and closed their account through a bank switch, the refund will go to the new account.
If they paid with a credit card, or a debit card and completely closed the account (without switching) the money will go into a suspended account, and they will need to contact their bank.
Refund has not been received
📌Note: If you use Collins Pay and have issued the refund to your guest, please note that it can take up to five to ten working days for them to receive the refund.
If the Payment section of a booking shows a status of Refunded but the customer claims they haven’t received the funds, reach out to us, and our support team can verify the refund status via Stripe.
Refund error message
Refund errors typically occur because the customer has already been refunded or multiple partial refunds have surpassed the original payment amount, but to be sure, feel free to reach out to our support team, and they will be happy to assist.