Refund Timelines
Issuing a refund through TurnStay is immediate - but the time it takes for funds to actually reach your guest depends on factors further down the chain. Here’s the full journey, from the moment you click refund to the moment your guest sees it.
The refund journey
Section titled “The refund journey”You submit the refund via the TurnStay Dashboard or API. The refund is created immediately and enters the Initialized state.
TurnStay validates the refund and submits it to the payment processor. The status moves to Applied once it’s been handed off.
The card network (Visa, Mastercard, etc.) picks up the reversal instruction and begins routing the funds back. This is outside TurnStay’s control.
Funds are credited back to the guest’s card. The exact timing depends on the guest’s issuing bank - some are faster than others. The refund status shows Completed once confirmed.
Refund statuses at a glance
Section titled “Refund statuses at a glance”| Status | What it means |
|---|---|
| Initialized | The refund has been created and is queued for processing |
| Applied | Submitted to the payment processor - the reversal is in motion |
| Completed | The refund has been confirmed and the guest’s funds are on their way |
| Failed | The refund could not be processed - contact TurnStay at support@turnstay.com |
If a refund fails
Section titled “If a refund fails”A refund can fail if the original payment is no longer eligible for reversal - for example, if it has already been fully refunded via a previous transaction. In these cases, the refund status shows Failed and you’ll be notified.
If you believe a refund has failed in error, contact TurnStay support with the booking reference and refund details.