When you switch payment processors, you may need to refund a transaction that was originally processed through your previous provider.
This is not possible to do directly in ThinkReservations because the transaction is tied to the original payment processor. Since ThinkReservations no longer has access to that processor account, the refund cannot be completed through the system as usual.
Alternate Refund Methods
To return funds to your guest, you will need to use an alternative method. Below are the available options for you to consider:
1. Send a Check (Most Common)
This is typically the simplest and least expensive option, as many processors charge fees even on refunds.
Send the guest a refund via check
In ThinkReservations, record this by:
Adding a check payment in the negative
Including a note in the Reference Number field
2. Refund via Previous Processor (If Accessible)
If you still have access to your prior processor, you may be able to issue the refund through their system (often via a virtual terminal).
Contact your previous processor for instructions and availability
Log in to your old processor's online portal, find the transaction, and issue the refund.
In ThinkReservations, you need to manually log this to update the bill. Record this by:
Adding a “Third Party Credit Card Processor” payment in the negative
Including a note in the Reference Number field
3. Issue a Gift Certificate ("Credit" or "Voucher")
You can provide the guest with a credit instead of a direct refund.
Use the Gift Certificate functionality
This acts as a voucher that the guest can redeem later
Adding the Gift Certificate automatically updates the bill.
Email the guest the certificate, or just ensure they have the certificate code.
4. Blind Credit (If Supported)
Some processors allow a “blind credit,” which sends money to a card without referencing the original transaction.
This is essentially charging a card with a negative amount
Availability varies by processor, so confirm with them first
Be cautious, as these transactions are still subject to disputes