Refunds

Refund a traveler from the trip file

Trip cancelled or changed? Refund all or part of a payment in a few clicks. The traveler is notified and the trip file stays up to date.

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  • Full or partial
  • History kept
  • Traveler notified by email

Booking · TANZ-2026-014

Tanzania safari

Martin family, 4 travellers

30% deposit€4,250Partial refund
Traveler request−€500
Collected €3,750Outstanding €10,420

Traveler notified by email

Martin family, 4 travellers

In short

In Ezus Pay, an admin refunds a payment from the trip file or the Transactions page. The refund can be full or partial, and can be done in several steps up to the amount paid. The amount is taken from your Stripe balance. The traveler gets an email, the trip file's collected amount goes down, and the payment is marked as refunded or partially refunded.

What to know before you refund

Admins only

Only the agency's admins can issue a refund.

Refund this payment

Admin
30% deposit · Card€4,250

Amount to refund

€500

Reason

Traveler request

Internal note

One night canceled in Arusha

The Ezus Pay fee on the payment is not returned.

Refund €500

Timing for the traveler

On a card, the money arrives in 5 to 10 business days. A SEPA Direct Debit can be refunded up to 180 days after the payment.

Card5 to 10 business days
SEPAUp to 180 days

On a payment plan

The instalment is marked as refunded. Ezus Pay does not ask the traveler to pay it again.

DepositPaid
InstalmentInstalment refunded
BalanceScheduled

Through the API

Your software can issue a refund with an API key that has refund permission.

API key

ezpay_live_••••3f9a
ReadWriteRefunds

A refund in three steps

  1. 1

    Open the payment

    From the trip file or the Transactions page, choose to refund it.

  2. 2

    Enter the amount and the reason

    All or part of the payment, with a reason and an internal note.

  3. 3

    The trip file updates

    The traveler gets an email. The trip file's collected amount and status update.

Good to know

  • The Ezus Pay fee on the original payment is not returned.

  • A payment recorded by hand, such as a bank transfer, is refunded outside Ezus Pay.

  • The refunded amount is taken from your Stripe balance.

  • A SEPA Direct Debit older than 180 days can no longer be refunded this way.

Refunds: your questions

Yes. You can refund one part, then another, up to the payment amount.

No. The Ezus Pay fee on the original payment is still due. The traveler gets back the amount you refund.

Yes, by email, as soon as the refund is processed. Your team also gets a notification in the app.

For a package holiday, the agency refunds no later than 14 days after the cancellation. Our refunds guide explains the rules.

Further reading

Our guides on the topic

  • OperationsOctober 28, 202611 min read

    Trip cancellation: how a travel agency should refund a client

    A traveller cancels, or the agency has to. What you can keep, what you must return, by when, and how to refund a card or a SEPA direct debit.

    Read the article
  • PaymentsOctober 5, 202611 min read

    Chargebacks for travel agencies: preventing card fraud and disputes

    A trip paid in January for an August departure can still be disputed in December. What 3D Secure covers, what it does not, and how to prepare.

    Read the article

    • Handle cancellations and refunds in one place.

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