Full vs Partial Refunds
TurnStay supports two types of refund - full and partial. Both can be issued directly from the Dashboard or via the API, and both return funds to the guest’s original payment method.
Comparing the two
Section titled “Comparing the two”Full refunds
Section titled “Full refunds”A full refund returns the entire payment amount to the guest. Once processed, the booking balance is zero and no further refunds can be issued against that payment.
Use a full refund when:
- A booking was cancelled before check-in
- The stay could not be fulfilled on your end
- A guest’s complaint warrants a complete resolution
Partial refunds
Section titled “Partial refunds”A partial refund returns a specific amount - anything up to the remaining refundable balance on the payment. You can issue multiple partial refunds against a single payment, as long as the total doesn’t exceed the original amount.
Use a partial refund when:
- You’re compensating a guest for a specific issue (e.g., a missing amenity)
- A booking was shortened and only part of the stay was taken
- A discount or goodwill gesture is appropriate
How to issue a refund
Section titled “How to issue a refund”-
Go to Payments in your TurnStay Dashboard
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Find the payment you want to refund and open the detail view
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Click Refund - you’ll be prompted to enter the amount. Leave it as-is for a full refund, or enter a lower amount for a partial refund
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Optionally add a reason - this is visible internally and helps with record-keeping
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Confirm - TurnStay will process the refund and the guest’s funds will begin their journey back to their card
What happens to your payout
Section titled “What happens to your payout”Refunds are deducted from your next payout as a line item. Each refund appears individually in the payout breakdown so you can see exactly which transactions were affected and by how much.