Processing a refund is a very simple process, and must be done from within the reservation.
First find the reservation that needs to have a refund applied, and click in to it. Click Edit Trip and change to the Money tab. The Money tab lists all transactions that are associated with the trip. The vertical ellipsis (...) on the right of the transaction block expands to a menu and here lies the Refund option. Option A: Using the "Edit" Feature
Click on the Edit button for the reservation.
Navigate to the Money tab within the reservation.
Locate the payment details and proceed to process the refund. Option B: Using the In-App Refund Flow
Open the reservation and go to the Payments section.
Follow the system’s refund workflow by selecting the payment you want to refund and clicking on Refund.
Click Refund and complete the Refund Amount (required field) and Note (optional field). Clicking Refund applies the refund to the transaction and builds the Refund Block as part of your Payments summary for the reservation. There are two classifications within the Refund Block - Partial Refund or Full Refund. Regardless of the method used, the system automatically refunds the payment to the same credit card originally charged.
Refunds are divided into two key phases: issuance and reflection in the account. Typically, refunds are issued by Moovs within 3 to 5 business days after approval. Once issued, the funds usually appear in the account within an additional 5 to 10 business days, depending on the payment provider or bank's processing time. Refunds can only be made using the same method of payment originally used for the transaction (e.g., a cash refund cannot happen for a credit card payment).
If a reservation has multiple transactions (for example a deposit and a final payment) a refund may need to be issued for each corresponding transaction to fully refund the trip. Refunds cannot be for a value higher than the corresponding payment. For improved customer communication, it might be helpful to inform customers about the expected refund timelines during the process. Clearly mention the issuance phase (3-5 business days) and account reflection period (5-10 business days) to set accurate expectations. Refunds are generally processed for the exact amount paid by the customer for the reservation or service, excluding processing fees unless otherwise dictated by policy. Additionally, if a full refund is required, providers have the capability to process the entire invoice amount in a single transaction, providing ease of management for comprehensive refunds.
Is the initial transaction processing fee refunded when I issue a refund? Processing fees collected during the initial payment are considered non-refundable, ensuring that only the payment amount is refunded to the customer. This policy allows providers to maintain clarity on the financial structure of refunds.
Are other fees charged when I process a refund? Refund processing on Moovs does not incur additional fees to the provider, ensuring a straightforward and cost-effective refund experience.
Is there a processing fee when I process a refund? No, there is not a processing fee to issue a refund. For instance, if a customer paid $6,780 and the processing fee was $205, the full $6,780 can be refunded to the customer without any additional charges. However, the $205 processing fee is retained as a cost incurred during the initial payment.
Quick Steps- Reservations: Use either Option A (Edit Feature) or Option B (Refund workflow). Follow with the same navigation to finalize the process.
Reservations - Edit Trip - Money tab - payment's menu - enter the refund value - click Refund