Administrators configure in Spacebring how users can receive a refund for a payment: manually and automatically.
Payment Method | Automatic Refund | Manual Refund |
Credits | ✓
Shop orders | X |
Stripe KakaoPay WayForPay | Yes, if you enabled automatic refunds on the integration settings page: Bookings Shop orders | ✓
Shop orders Invoices |
Other payment gateways | X | X |
Automatic Refunds
If a user pays with a method that supports automatic refunds (as outlined in the table above), they will receive a refund automatically. The refund will be processed according to the rescheduling policy for the resource they booked, or the refund policy for the event they joined or product they purchased.
Only full refunds are supported in Spacebring.
Rescheduling Policy
The rescheduling policy can be set for such resources as rooms, desks, parking lots, and offices and determines whether bookings for this resource can be refunded. Administrators can allow users to get a refund for bookings canceled before the selected time or restrict it.
The rescheduling policy applies only to bookings made through the member web portal and mobile apps, determining whether users are eligible for a refund. In Spacebring, administrators can cancel user bookings at any time and have the flexibility to issue a refund or not, regardless of the rescheduling policy.
To set the rescheduling policy, do the following:
Navigate to Spacebring > Resources > select the module with the necessary resources (Rooms, Desks, Parking, or Offices).
Add a new resource or edit the existing one.
Choose the necessary property in the "Rescheduling Policy" section and save the change.
Spacebring will assess the possibility of refunding a desk, parking lot, or office booking based on the location opening hours according to the schedule. The open hours may vary depending on the role of the user who is the owner of the booking.
The public schedule's opening hours will be used to determine the cancellation timeframe for bookings owned by nonmembers and network members.
The default schedule's opening hours will be used to determine the cancellation timeframe for bookings owned by location members and administrators.
Users are informed about the rescheduling policy for the resource on the resource information page and when they are booking it.
Refund Policy
The refund policy can be applied to events and products, determining whether tickets for a specific event or specific products are refundable. You can also set eligibility criteria for refunds upon ticket or order cancellation, or choose to restrict them.
The refund policy applies only to bookings made through the member web portal and mobile apps, determining whether users are eligible for a refund. In Spacebring, administrators can cancel user event ticket and shop order at any time and have the flexibility to issue a refund or not, regardless of the refund policy.
To set the refund policy for the event, do the following:
Navigate to the Spacebring > Engagement > Events page.
Choose the necessary property in the "Refund Policy" section and save the change.
To set the refund policy for the product, do the following:
Navigate to the Spacebring > Services > Shop page.
Choose the necessary property in the "Refund Policy" section and save the change.
Users can only receive an automatic refund if they cancel an order that is in "New" status.
Manual Refunds
It may happen that refund cannot be automatically provided if:
Administrators need to initiate refunds for all transactions except bookings, event tickets, shop orders (e.g., invoices, or other expenses).
Administrators need to initiate refunds for shop orders in any status other than "New".
As an exception, administrators need to initiate refunds for past bookings or events.
You're using a payment method that doesn't support or you have disabled automatic refunds.
Administrators need to initiate partial refunds.
In such cases, administrators have two options for processing refunds manually: via Spacebring or via payment gateway dashboard.
Manual refund | Use cases | Transaction status |
Via Spacebring
Available with Stripe, WayForPay, and KakaoPay. |
| The transaction status is updated to "Refund Initiated" status in Spacebring.
The "Transactions" report reflects the refund in the "Amount Refunded" column. |
Via payment gateway dashboard
Available with all payment gateways. |
Both full and partial refund are supported. | The transaction status is not updated in Spacebring. |
Manual refund via Spacebring
To refund the user manually via Spacebring, follow the next steps:
Go to the Customers > Billing > Transactions page.
Open the necessary transaction and press
Refund. Confirm your choice.
The transaction status is automatically changed to "Refund Initiated" status. Administrators and users can see the refunded transactions.
Manual refund via payment gateway dashboard
To manually process refunds via payment gateway, follow the next steps:
Set up relevant alerts on the Notifications page to be notified when customers cancel a booking or an event ticket.
Locate the ID of the transaction that you want to refund in Spacebring. You can find it on the receipt PDF by going to the user's profile on Customers > Billing > Transactions > opening the necessary transaction >
View Receipt.Navigate to the dashboard of your payment gateway and locate the transaction by transaction ID.
Proceed with the refund.
If you use Stripe payment gateway, you can directly navigate to the customer's transaction page in the Stripe dashboard by going to the user's profile on Customers > Billing > Stripe Customer.
Tips
Although refunds are supported, consider offering alternatives to retain your customers instead of issuing monetary refunds. For example, you can provide credits as a payment method. Credit refunds do not incur fees and serve as an excellent retention tool, as they can be used for rooms, desks, events, and shop products.
Additionally, you can offer promo codes. Instead of a monetary refund, you can provide a promo code with the appropriate discount, giving customers an incentive to continue using your services.