In order to check whether a guest has received a refund in line with the cancellation policy, please follow the steps below:
1. Check the payment method used
Keep in mind that only credit card payments can be refunded directly through Lodgify.
If the guest paid using PayPal or manual payment methods, you will need to process the refund externally.
2. Determine how the refund is handled
If the guest paid by credit card and the cancellation policy allows for a refund, the system will either:
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Issue the refund automatically, or
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Schedule the refund for manual processing
Refund is issued automatically
This happens only if Automatic refunds are enabled.
To verify this:
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Go to the Payments section of your Lodgify account.
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Click the pencil icon next to the activated credit card gateway.
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Check if the option "Automatically refund credit card payments when a cancellation policy triggered a scheduled refund" is ticked.
If this setting is active, the refund will be automatically triggered once the guest cancels the booking. The funds will be returned to the guest’s credit card within 3–5 business days, depending on the bank and card network.
💡 Note: Automatically issued refunds are marked in green as Refunded in the reservation details.
Refund is scheduled
If Automatic refunds are not enabled, the system will not process the refund on its own. Instead, the refund will be marked as Scheduled, and you will need to issue it manually.
To issue a manual refund:
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Open the reservation and scroll to the payment section.
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Locate the refund line marked in red as Overdue.
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Click on the “+” icon next to the payment line and select “Issue refund”.
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Enter the refund amount in the panel that opens on the right and confirm.
The refund will then be processed and sent back to the guest’s credit card.
This may take 3–5 business days, depending on the card provider and bank.