Review direct-booking payments and refunds

The outcome is a clear reconciliation between booking request, payment, and reservation without turning an incident into a second charge or mistaken cancellation.

Who can see what#

The complete register is under Finance > Holidario Payments and requires direct-payment read permission. A front-desk worker or manager without that permission can see the summarized status within an authorized reservation and must escalate the financial investigation.

A payment detail can show provider, method, amount, status, timestamps, error, booking request, coupon, acquisition attribution, marketing consent, and related reservation. This is sensitive operational information; share it only with people handling the case.

Acquisition Attribution appears only when the visit supplied campaign data, the guest accepted Advertising, and checkout was submitted inside the attribution window. It can show source, medium, campaign, content, term, and referrer domain; it only indicates that a Google click ID exists without displaying its full value. Its absence does not invalidate the payment: the guest may have arrived without tagged parameters, withheld consent, or exceeded the 30-minute window. Advertising consent and consent to receive commercial communications are separate choices.

Interpret statuses#

Do not rely only on the guest's description of their banking app. The normal result is Captured with a related reservation, or Card Saved with a reservation and charge date.

Reconcile a case#

1. Open the payment and note its ID, provider, method, amount, and status.
2. Under Guest and stay, confirm guest, dates, total, and coupon. If Acquisition Attribution appears, use it to identify the campaign without copying technical identifiers.
3. Open View Reservation and match reference, property, and amount.
4. Check for an error, scheduled charge date, or already refunded amount.
5. Record one conclusion: correct, pending with follow-up, or discrepancy escalated.

Stop if you see a captured charge without a reservation, a reservation without its expected payment, two payments for one request, a refund without an updated record, or differing amounts. Do not recreate, charge, or cancel to make the screen appear correct.

Cancellation and refund are different#

• If the guest cancels from their panel before the deadline, Holidario automatically returns everything still refundable on the payment, even when the agency already refunded part of it. With Redsys, Stripe and Scalapay, if the refund is not confirmed the booking stays active and the guest is asked to contact the agency; an Unconfirmed refund appears on the payment.
• If the card was saved but not yet charged, cancellation before the policy deadline prevents collection and no return is needed. A later retry time does not move this deadline.
• If the guest cancels after the deadline, the booking can be cancelled without a refund and a pending saved-card charge remains collectible.
• If an administrator cancels from the calendar, dates reopen and reservation amounts become zero. If cancellation happens before the policy deadline, the saved card is cancelled: Charge Now disappears, reminders stop, and collection does not run. If cancellation happens after the booking has entered its non-refundable period, a pending charge remains collectible even when automatic execution was delayed or rescheduled for retry. A captured payment is not refunded automatically.

Manual Charge Now, Refund and Full Refund controls require payment authority above a normal agency administrator. If they are absent, this is not a display error: escalate to Holidario with agency approval.

Refund part or all of a payment#

With Redsys, Stripe and Scalapay you can refund any part of a captured payment, as many times as needed, whether the booking is still active or was cancelled.

1. Open the payment in Finance > Holidario Payments.
2. Under Refund available, check Can be refunded and select Refund.
3. Enter the Amount to refund, choose the Reason and, if needed, add an Internal note. Only your team sees the note: do not write the guest's personal data.
4. Select Refund. The money goes back to the card the guest paid with, and the guest gets an email with the amount.

Every attempt is listed in the Refunds card with amount, reason, who made it, date and status. The total refunded can never exceed what was charged.

• Refunded: the provider (Redsys, Stripe or Scalapay) confirmed the refund. With Stripe this includes a refund waiting for balance in your Stripe account: Stripe completes it as soon as funds are available.
• Not refunded: the provider refused it and no money was returned. If the message asks you to wait a minute, try again after that minute: Redsys accepts one operation per minute on the same payment.
• Unconfirmed: the provider did not answer clearly and that amount stays blocked. Check the operation in the Redsys portal, the Stripe Dashboard or the Scalapay portal and select It was refunded or It was not refunded. Do not repeat the refund before checking.

If you already issued the booking's invoice, consider a corrective invoice.

Failed charge or refund#

Do not repeat a financial operation while its outcome is uncertain. Retain:

• payment and reservation IDs;
• provider and status;
• amount and currency;
• time and error message;
• whether the reservation is active or cancelled;
• agency approval when requesting a manual refund.

Do not attach full card numbers, CVC, gateway credentials, secret keys, or the guest's private link. Holidario can investigate with the internal identifiers above.