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How to do a credit card refund in bookings (applies to Nets Easy, Worldline, and Stripe)
How to do a credit card refund in bookings (applies to Nets Easy, Worldline, and Stripe)

Perform customer refunds from Qondor if you are using Nets Easy, Worldline, or Stripe as your Payment Service Provider. (PSP)

Martin Moen avatar
Written by Martin Moen
Updated over a week ago

When using Nets Easy, Worldline or Stripe as your Payment Service Provider in Qondor, you can perform a partial or full refund to a booker directly in Qondor including a complete VAT calculation. When performing refunds as described in this article, the refunded amount will be returned to the booker's credit card.

❗All refunds must be done in Qondor.

(Not from the payment service provider - Nets Easy, Worldline or Stripe.)


Example scenario:

Mr. Mason Thomas has:

  • Purchased 2 tickets for a Festival and paid using credit card.

  • He has now requested a refund for 1 of the tickets.

The following guide will show you how to remove the product, add the ticket back to the available allotment, adjust the booking balance including the correct VAT articles, and refund the amount back to his credit card. 👇

1. Go to the relevant booking and click edit booking from the Booking Details page:

2. Reduce the number of tickets from 2 to 1 on the product in question:

💡Click "go to summary" for speediness if no further changes need to be made.

3. On the Summary page, you must remove the NON-REFUNDABLE transactions for the products you would like to refund. This is indicated by an "X", click the X to remove it.

The transaction will be greyed out and the amount reduced to 0.00:

🔁Then you must confirm the booking again to save the change. Click confirm.

4. In the Booking Financial details the balance is negative and the online payment refund section is visible. Click Create under create an online payment refund.

This will adjust the booking balance and create the refund (refund goes back to the booker's credit card).

5. If the refund is successful Qondor will create a credit note, the payment will be Refunded, and the booking balance will be adjusted accordingly:

6. Note that no credit note email is sent to the booker automatically. If you would like, you can download the credit note in booking's Financial details, and attach it in an email to the booker.

💸 Credit card refunds are automatically refunded back to the credit card.

📌 The "Create Online Payment refund" button is only visible if the booking balance is negative and Credit card is a form of payment in the booking.


To be able to perform a refund there has to be a positive balance on the Stripe Account. If the balance is negative the refund will be pending and can be a dispute payment after a certain number of days.

There are no fees to refund a payment, but Stripe’s fees on the original payment will not be returned in case of a refund.

More information about pending refunds due to insufficient funds

More information about handling negative balance in your Stripe Account


If you want to perform a manual refund, for example, refunding the booker to honour a discount you can do this through manually adding a negative additional payment.

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