Guest refunds via SmilyPay

You can process refunds directly from your Smily account for guest payments processed via SmilyPay.

The feature is enabled by default for your SmilyPay accounts and for payments processed via SmilyPay. In terms of payouts, the payouts for your bookings will be after the guest check-in date.

If you wish, you can contact us to deactivate it, but you will not be able to process refunds via Smily anymore. It is highly recommended to use this feature.

How to process a refund:

1. Open the booking that you wish to refund in your Smily account
2. Click on the "+" at the end of the payment bar
3. Click "Click here to see refund options"

4. Complete the form with the amount to refund to the guest’s card

   

   • You should enter the amount that the guest will receive
   • If you refund the full amount paid by the guest, you will be charged for the SmilyPay fees. These will be deducted from your next payout.

    

Refunds & Transaction fees:

• When a transaction is processed with SmilyPay, the SmilyPay fees are deducted automatically from the amount that you receive
• In the case of a refund, the SmilyPay fees amount is unchanged
  • There are no additional fees for processing refunds
  • The transaction fee for processing the original guest transaction is still charged
• Therefore, if you refund the full amount paid to the guest, you will be charged the SmilyPay fees and these will be deducted from your next SmilyPay payout
• SmilyPay fees cannot be deducted from the amount refunded to the guest. The amount to be refunded is the one related to the booking contract.

Refund failed

Refunds may fail due to a bank refusal.

Why the refusal?

This can happen for several reasons:

• The card used for the initial payment does not allow refunds.
• It was a single-use virtual card (now expired).
• The card has been replaced or canceled since the booking.
• Other technical limitations related to the card.

In this case, we will inform you by email that the refund has failed. The funds will then be sent directly to you so that you can process the refund manually, outside of Smily (bank transfer, cash, check, PayPal, etc.).