Refunds might be delayed because of:
The payment method used (like credit or debit cards).
Technical or account issues with the payment provider.
Previous partial refunds causing the current refund to fail.
Here are some steps you can take when a customer reports not receiving a refund.
Step 1: Get the details of the payment.
Ask the customer for:
Payment method (e.g., GCash, credit card)
Amount paid
Date and time of payment
Proof of payment (like a screenshot of the confirmation or bank/ewallet transaction)
Make sure the proof shows the amount, date, time, and transaction number if possible.
Step 2: Confirm the booking status.
Check the reservation status to confirm that the booking was cancelled and refunded successfully.
If the reservation is still in the unconfirmed or upcoming state and the customer confirmed that they want to cancel, cancel and refund the reservation via the Admin site.
Additional Steps for Confirmed Cancellations:
Confirm the cancellation time from the cancellation email sent to the customer and branch. (Check your branch’s notification setup in the Admin site.)
Check if the refund is beyond the normal processing time. Learn more
Verify the refund status in your PayMongo or Maya Business dashboard.
If the payment was credited to your account but can no longer be refunded via the provider, process a manual refund through bank transfer.
If the payment is already refunded, provide the payment reference number or refund ID and advise the customer to contact their bank or e-wallet provider for further assistance.