You can perform a refund from Caterbook for an existing Accepted Caterpay payment (transactions change state from Captured to Accepted by the acquirer overnight, therefore in most cases, a refund can be actioned the following day, directly from within Caterbook).
To perform a refund, go to the Finance tab from within the booking. Click the Add New button towards the bottom of the Payments section.
From the Type drop down, select the Caterpay payment you wish to refund (the payment reference number can be found on the finance screen - see above).
The amount initially paid will be pre-populated by default, however you can edit this, if you wish to partially refund the payment. Click Save to complete the transaction.
If the initial payment has not yet been Accepted by the acquirer and you need to issue a refund, you have a number of options, which you can access from your Caterpay MMS account. Go to the Transactions screen from within the account and locate the Captured transaction. Click the Choose option to the left-hand side of the entry.
- You can Cancel the sale entirely - unlike refunding which pays back money received, this prevents the original transaction from ever being settled.
- You can Capture the sale - Which means you can change the transaction value to a lower amount - effectively giving a partial refund.
- You can perform a Credit - this allows you to make a separate credit to the cardholder, which will be processed even if the original payment fails.
N.B. you cannot refund a transaction through Caterpay more than 180 days after it was originally made.