REFUND

[Liz259]

I've issued a refund to a guest but Airbnb still hasn't processed it and they are asking what has happened, this is embarrassing. I had to send a copy of a bank statement - no number I can call no way to get any actual help with this what on earth do I do now?

[Moira21]

@Liz259 Sorry but I don't understand why you mention a bank statement. As far as I'm aware when we process a refund through Airbnb the amount will be deducted from future bookings/payments.

[Liz259]

AirBNB requested I upload a bank statement to prove my identity!!!

[Steve143]

Hello @Liz259,

Click on "Help", then on "Visit the Help Centre" and then on the "Contact us" button near the end of the page. That should show phone and message links for Airbnb support.

You can also type "contact airbnb" in the "Search the community" box on these forum pages where you posted your question. Scroll down a little in the list of suggestions that appears and click on the "Contact Airbnb: A Community Help Guide[UPDATED]" one. That lists phone numbers and ways to contact them via Twitter or Facebook.

Steve.

[Fred13]

BTW, messaging them does work, specially with this type of issue - gives them time to look into the record.

Bank?

[Emiel1]

Hi,

Assuming you made the refund through the Airbnb resolution centre, there must be some (automatic) email communication regarding this refund.

Did you have a look into your transaction history, specifically under "future transactions" ? Is there a negative amount ?

It probably will we processed (deducted) when your next reservation comes to payout.

Your bank is not involved, and if so, you did not follow the AIRBNB rules for refunding a guest.

Best regards,

Emiel

[Lizzie]

Hello @Liz259,

Good to meet you.

Just to check about this, did you proceed with the refund through Airbnb's Resolution Center? If so and your guest has accepted the offer then it will be processed by Airbnb within 48 hours and once it is done you should receive an email notification. Has this been the process you have experienced so far? 

For more information on the details around this, there is this useful Help Center article: How do I refund my guest?

Speak to you soon.

Lizzie