💸 How to refund my customer after a direct debit ?

⚠️Please don't refund from your STRIPE account !
You absolutely need to refund through Zenchef ⚠️

By going through your STRIPE account, you are in fact only refunding from your account to the ZENCHEF (intermediary) account.
Consequently, we have to intervene to finalize the refund from our ZENCHEF account (intermediary) to your customer's account.

That's why it's so important to refund debits and prepaid experiences directly from your ZENBOOK.

----------------------

1. Refund a credit card deposit charge
2. Refund an experiences related prepayment
3. Partial Refund
4. Others thing to know about refund

Sometimes, following the setting of Zenchef's anti "NO-SHOW" features, your customers are led to :

• Prepay a certain amount in advance to guarantee their reservation,
• Have their credit card deposit to be debited because of a "NO-SHOW" on their part.

In both cases, a transaction is initiated and the amount is transferred (subject to commission charges).

If, for any reason, you wish to REFUND your customer's prepayment or credit card deposit, here's how to proceed:

----------------------

1. Refund a credit card deposit charge :

As a reminder, the credit card deposit feature is first and foremost a deterrent and prevention tool, and is not intended to encourage you to debit these deposits.

To resume, if you face with a no-show issue, we recommend you to first contact your customer in order to clarify the situation, before debiting them. This will avoid you having to refund in the event that your customer provides you with a justification.

If, however, for any reason you wish to REFUND your customer, simply go to their booking and click on the "Refund Direct Debit" action:

----------------------

2. Refund an experiences related prepayment  :

The refund of a prepaid experience will follow the strategy you have set up in your Zenchef space:

• A strategy per shift set on your standard shift settings.
• A default strategy, notably for out-of-shiftbookings.

This feature allows you to choose whereas the refund will be :

1. AUTOMATIC after every cancellation
2. AUTOMATIC after each cancellation - EXCLUDING late cancellation period.
3. MANUAL and only through a refund action on your side

So for manual refunds, in the same way as for refunds of credit card deposit debited, simply go to the concerned booking and click on the "Refund the prepayment" action:

----------------------

3. Partial Refund :

You can also choose the partial repayment option:

----------------------

4. Others thing to know about refund :

If the action to refund your customer does not appear, please check that it is correctly activated in the Choice of actions setting:

If after this verification the action to REFUND your customer is still not available, please contact us through the bot and messaging system or at help@zenchef.com.