13 Replies Latest reply: Apr 3, 2015 9:02 AM by twobitrentals RSS

    Refunding deposit- credit card fee

    New Member

      I refunded a guest's $100 deposit, which she had paid by credit card, by making a partial refund of $100 through the Reservation Manager system. The next day I received an email documenting the transaction but it indicated that only $97.50 was refunded to my guest so now I have to send her a check for $2.50. I understand and am willing to accept being charged a 2.5% fee on my end for the convenience of accepting credit cards, but I don't like having my guest shorted, especially when I advertise a full refund of their deposit. Is there a way to fully refund a guest's deposit other than by sending a check for the full amount? I've read through some of the threads about credit card fees but I haven't seen this addressed.

        • Refunding deposit- credit card fee
          mike-dfv Community All-Star

          My understanding is that all fees are supposed to be refunded as well. Hopefully someone can confirm that and make an adjustment for you. Otherwise, I'll have to switch back to Paypal.

          • Refunding deposit- credit card fee
            New Member

            VCaldwell,

             

            Unless this was a coding error on the processor's part, your guests should never, ever, ever see the fees you pay discounted from their refund. This was almost certainly a mistake on the part of the processor and should be rectified immediately.

             

            Depending on who you are using for a processor, it is getting less and less common to charge merchants for refunds. In any case, you should be in touch with the processor today and demand that the mistake is fixed.

             

            Hope this helps!

             

            Mike

            • Refunding deposit- credit card fee
              New Member

              I am doing business online and I also receive payments that are net of a certain fee. However, when I inquired about the fee, I do not usually get a clear answer. I think the fees depend on the payment system because sometimes other transactions are not deducted with fees.

              • Refunding deposit- credit card fee
                New Member

                I'm the original poster. Just wanted everyone to know that my guest receved her full deposit and neither she nor I was charged a fee. The statement that I received from Yapstore, the folks that process the payments, was not as clear as it could have been (for me anyway) but she got her full deposit of $100 and only $97.50 was taken out of my account, thus refunding me the 2.5 percent I had been charged when she made her original payment of rental fee plus deposit.

                • Refunding deposit- credit card fee
                  New Member

                  Glad that you are able to clarify the transaction with the processor. We should truly not let our customers feel that they are being shortchanged. Honesty is the best policy. Cheers.

                  • Refunding deposit- credit card fee
                    New Member

                    I had the exact same situation today, got an email showing the refund minus the cc fee and it looks like it was charged to the renter. I used reservation manager to do a partial refund.

                     

                    @patrickduncan, is Homeaway doing something about this? or who should I contact to have a different kind of set up? or is there a better way to issue sec deposit refunds?

                     

                    thanks for your help

                    • Re: Refunding deposit- credit card fee
                      cskennedy Contributor

                      Hi,

                      Although I see that your question has been answered, I wanted to say I had the same question initially and found the answer by calling customer service.  VRBO/HA does have written help on the subject, see:  How do I issue a refund to a traveler?.  However, my continuing gripe is that to find out an answer to any question one must query the knowledge base.  Couldn't VRBO/HA have a table of contents for their help documentation, organize their help sections according to each step of the process from guest inquiry to refund, and show screen shots for guest and owner?  Then, we all wouldn't have to try to figure out how to use the system through trial and error.

                       

                      My two cents!

                       

                      Thanks!

                        • Re: Refunding deposit- credit card fee
                          twobitrentals Community All-Star

                          That would be a GREAT idea....like under "new to Renting" Something that says How to navigate through the VRBO/HA websites, payments and more. Then at least you would have some information readily available. The search bar brings up some good things too if you type in key words, but may not be as specific as you would like.