Mangopay failed refunds

• Table of Contents

• Context
• Why this happens
• What to do

Context:

This article is to help you when you encounter bookings where the mangopay refund fails.

Why this happens

When a guest is due a refund and we follow the process to refund via TN, this in some occasions fail.

This can be because the wallet in Mangopay doesn't have enough funds and will need manual intervention by Payops to add the funds.

What to do

When you have a booking that fails the refund, simply raise an escalation ticket to Pay ops. Simple steps below:

•  Please raise a child ticket and assign to payment Ops. 

• Include the host ID, booking number and the amount to be refunded

• Payment Ops will confirm when the refund has been sent and add the refund to the booking. 

• If the guest has any issues with receiving payment, please reopen the ticket and raise with payment ops. 

Non VCC

Make sure the original payment was taken via mangopay and not via sagepay/opayo. If the payment was taken on our older system Sagepay/Opayo follow this process if so HERE

• Expedia -  Expedia have not yet confirmed how to handle refunds to VCCs where the the original payment was via SagePay/WorldPay
• • B.com - Per Sharon we can refund by bank transfer and send proof to customer services from within the Extranet
  • Use Property ID as payment reference
  • Bank details to use as detailed in Extranet per property
    • Finance - Financial overview - bank details shown at bottom of page