You can provide a full or partial refund on any direct payment made by credit card in the last 180 days and a full refund on any payment made by bank transfer in the last 90 days by going directly to the invoice sent to the client. There may be an extra step involved if the payment was originally deposited into your Funds balance and is no longer available. Â
How do I process a refund?
Open the invoice from the trip's Files tab, your reports, or the search box at the top of TravelJoy. If the invoice opens in Preview Mode, click "Edit" at the top-right corner.
From there, scroll to the payment schedule and find the Refund button beside any paid payment:
In the "Review refund" box, type in the amount to refund, without calculating fees. Fees are calculated automatically by TravelJoy. When ready, click the "Refund" button. The amount shown on this button reflects the amount the client will receive.Â
Refunds from insufficient Funds balances
Occasionally, you'll see a notice that your request has been forwarded to the Joymaker team. This indicates that the payment was originally deposited into a Funds balance, and that Funds balance no longer covers the refund amount.
In those cases, we will send you an invoice payable by credit card for your portion of the refund amount. Once this is paid, the refund to your client will be processed automatically. Â
How long do refunds take to reach the client?
Once TravelJoy secures the funds, we issue the refund with our payment processor. Our payment processor indicates that the client should see the funds within 5-10 business days
If TravelJoy needs to make a withdrawal from your bank account in order to secure the funds, this can delay the process by an additional 5 business days.
What else should I know about refunds?
- ACH payments cannot be partially refunded, only fully reversed.
- Actively disputed payments cannot be refunded until the dispute is resolved.
- Payments automatically go back to the same payment method (even if the card has been canceled)
- Status of refunds are reflected at the bottom of the direct invoice for both the agent and the client
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Funds for a refund are sourced from their original destination:
- Payments that went to your bank account will be withdrawn from your bank account (or deducted from your next bank account deposit)
- Payments that went to a Funds balance will be withdrawn from the Funds balance (or, if the balance will not cover the refund, we will provide additional options)
Comments
9 comments
Thanks! Are the convenience fees refunded as well?
Yes they refund the merchant fees. Otherwise you can just process the refund yourself. The refund initially comes to you directly. The point in involving TJ is so that the fees are reversed as well as the client receiving back the funds. I have had to do it. Very immediate and seamless process. I hope this helps.
Thanks Tracey! I would like to confirm that this is correct. :)Â
So do I request the amount including the convenience fee or just the base charge and the convenience fee is automatic?
Thank you. Sadly, I need to do this.
Heidi,
You would request the amount i.e. base charge. The convenience fee is automatically calculated and reversed. I hope this helps.
Is the 180 days limit still valid for ACH bank account payments? Is there a timeframe limit for refunds for payments made with a credit card?
what do i do if there is no refund button on my invoice?
Sarah,
You can always email Customer Support with the specific Invoice # and the client's name and the amount to be refunded (base charge). As long as it is within 180 days they should be able to assist with the refund.
In regards to refunds, if the invoice amount includes all additional fees for booking, administration, and support (which are part of the agency markup) as required by the new California law which has been adopted by the majority of suppliers, how do I request the refund to only include the actual cost of the travel product and not my markup? I am not in the business of giving back my part of the agreement.
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