Refunding after checkout

[Kellie104]

Hello,

I would like to refund our last guest for one night they didn't stay but having troubles.  When I get to the payment of my refund I select PayPal but it doesn't stick.  It goes right back to wanting credit card info.  Does that mean she paid with a CC and not thru PP?  Should I go thru PP myself and reimburse her PP account and then let her know?   Thanks. 

[Emiel1]

@Kellie104 

You need to use the resolution centre to refund your guest (choose "sent money"from the reservation). You refund is processed through Airbnb, so you do not have to deal with whatever payment method the guest has used, as the actuel repayment is done by Airbnb.

[Kellie104]

@Emiel1  thank you.  I will try that.

[Kellie104]

@Emiel1 so the picture is what I get when trying to send a payment to the guest.  It is not working for me.  I do have a msg in to abnb but haven't heat back yet.  I may just write them a ck so it's taken care of.

[Colleen253]

@Kellie104  I’m not sure where you are, in that photo. I’m unfamiliar with any  process other than resolution center for sending or receiving money. See below…you can access the resolution center from within the article.

https://www.airbnb.ca/help/article/767/how-the-resolution-centre-helps-you

[Kellie104]

@Colleen253 when I click on the Resolution Center from the link you provided it takes me to the same place I have  been trying. I click send money.the pictures are what I have to go thru.  When I get to the payment portion there is also a drop down to choose PayPal but it just goes right back to wanting CC info.  If I don't enter anything and click send payment I get an error stating I have to fill in the CC info.  I will give the RC a couple more days and if no response I am going to contact guest to wither reimbuse her on my own thru PP or send her a ck.

[Colleen253]

@Kellie104 Very strange. As Emiel mentioned, Airbnb simply credits the guest original payment method. You should not have to be doing anything other than selecting amount and hitting send. Does the same thing happen when you access the RC from the reservation page?

[Kellie104]

@Colleen253 yes that was how I originally started. 

[Brian2036]

In a couple of similar situations I merely offered to give them a free night at a later date rather than deal with all the complications of a refund.

Another option would be to send them a check for the amount you actually received when you get paid.

[Ann72]

@Kellie104  Even though you are not paying them per se, you probably need to have a payment method attached to your account before this works.  Have you set up a payment method as you would for traveling and booking?

[Colleen253]

@Ann72 I’ve never used Airbnb as a guest, and have no payment method set up other than to receive payouts, yet I’ve never had the issue @Kellie104 is having. There seem to be several platform glitches going on right now, as usual. Maybe this is just one more?

[Kellie104]

@Colleen253 @Ann72 @Brian2036 Help contacted me back and they did it for me and it will come off of our next guests payment when it hits. 

Good idea Brian for a free night.

Ann I have my PayPal set up through here that I did when I started.

Thank you all for the help.

[Ann72]

@Colleen253   Oh, good to know!  You are right, it has been so glitchy lately.  But not glitchy enough to keep guests from being as annoying as possible, alas.