In this guide
Most payment questions after the fact come down to one of two things: you need to give money back, or a customer’s bank is asking you to prove you should keep it.
Issuing a refund
From the booking itself, use Refund to return some or all of what the customer paid - the deposit, a package payment, or the full service price. The refund goes back to the card they paid with; Rexabook doesn’t support refunding to a different card or by cash for an online payment.
Partial refunds
You don’t have to refund the full amount - a partial refund is useful when a customer’s owed something back but you’re keeping the deposit or a cancellation fee under your policy. Enter the amount you want to return rather than the full charge.
Chargebacks and disputes
If a customer disputes a charge with their bank instead of contacting you, Stripe notifies you and gives you a window to respond with evidence - your booking confirmation, the service delivered, any communication with the client. Respond from your Stripe dashboard; Rexabook surfaces the notification but the dispute itself is handled in Stripe.
A quicker refund usually beats a dispute
A dispute costs more in fees and time than a straightforward refund does, and it affects your standing with Stripe if they become frequent. If a customer has a reasonable complaint, refunding directly is almost always the faster and cheaper path.