Overview
SquadTrip lets organizers issue partial refunds directly from the dashboard without canceling the traveler's booking. You can refund specific installment payments, enter a custom dollar amount, or refund everything. When you refund a payment, the 6% processing fee is also refunded proportionally. Refunds take up to 10 business days to appear on the traveler's statement.
Getting to the Refund Section
Log in to your organizer dashboard
Navigate to the Refund Payment section
Search for the traveler by name, email, or phone
Choose Your Refund Type
SquadTrip offers three refund options:
Refund Type | What It Does | When to Use |
Full Refund | Refunds every payment the traveler has made -- deposit, installments, and processing fees | Traveler is leaving the trip entirely |
Specific Refund | Select individual payments from the traveler's history to refund | Traveler overpaid on a specific installment or you need to reverse one payment |
Custom Amount | Enter any dollar amount to refund | Offering a discount, price adjustment, or partial credit |
Issuing a Specific Refund
Click "Refund" next to the traveler's name
Select "Specific Refund"
Check the box next to each payment you want to refund
The payment log shows: payment date, amount paid, amount with fee, and any previous refunds
Click "Refund" to confirm
The selected payments are refunded to the traveler's original payment method. Their booking remains active.
Issuing a Custom Amount Refund
Click "Refund" next to the traveler's name
Select "Custom Amount"
Enter the dollar amount you want to refund
Click "Refund" to confirm
How Fees Are Handled in Refunds
When you issue a refund, the 6% processing fee is refunded proportionally:
Example: Custom refund of $500 on a trip where the traveler paid the fee
Item | Amount |
Base refund to traveler | $500.00 |
Processing fee refund (6% of $500) | $30.00 |
Total refund to traveler | $530.00 |
This is why the traveler may see a refund amount slightly higher than the base amount you entered -- the processing fee is included automatically.
BNPL refunds: If the traveler paid with Klarna, Affirm, or Afterpay, the 4% BNPL convenience fee is also included proportionally.
What the Traveler Receives
After you issue a refund, the traveler gets an email showing:
"Trip Refunded" header with the trip name
Total Amount Paid vs Total Amount Refunded
Transaction History with each payment's date, status, and amount
A note that refunds take up to 10 business days
Important Notes
Partial refunds do not cancel the traveler's booking -- they remain on the trip
You can only refund payments that have been successfully processed -- not future scheduled installments
Refunds cannot exceed the total amount the traveler has paid
Stripe's card processing fees (~2.9% + $0.30 per transaction) are not returned to you -- this is Stripe's standard policy
The 6% SquadTrip processing fee is refunded back to your Stripe account proportionally
Refund amounts in the traveler's email include the processing fee, so they may look higher than the base price
Troubleshooting
Problem | Solution |
Refund amount looks higher than what I entered | The displayed amount includes the proportional 6% processing fee. A $500 custom refund shows as ~$530 to the traveler because the fee is refunded too. |
Traveler hasn't received their refund after 10 days | Check your Stripe dashboard for the refund status. If Stripe shows it as processed, the delay is with the traveler's bank. Provide them with the refund date and ask them to contact their bank. |
Cannot find the traveler in the refund section | Search by exact email address. If the traveler doesn't appear, they may not have any completed payments to refund. |
Want to refund the deposit only | Use "Specific Refund" and check only the deposit payment in the payment history. |
Frequently Asked Questions
Q: Does issuing a partial refund cancel the traveler's booking? A: No. A partial refund returns money but keeps the booking active. The traveler remains on the trip with their remaining balance updated. If you want to remove them from the trip, cancel the booking separately after issuing the refund.
Q: Why does the refund amount shown to the traveler look higher than what I entered? A: The refund includes the proportional 6% processing fee. When you enter a $500 custom refund, the traveler actually receives ~$530 because SquadTrip also refunds the $30 processing fee that was charged on that amount. This is by design -- the traveler gets a full refund of what they originally paid.
Q: Do I get the 6% processing fee back when I refund a traveler? A: Yes. SquadTrip's 6% processing fee is refunded to your connected Stripe account. However, Stripe's own card processing fees (~2.9% + $0.30 per original transaction) are not returned -- that is Stripe's standard refund policy for all merchants.
Q: Can I refund a traveler who paid with Buy Now, Pay Later? A: Yes. For BNPL payments, the refund goes back through the original provider (Klarna, Affirm, or Afterpay). The 4% BNPL convenience fee is included in the refund proportionally. The provider adjusts the traveler's repayment schedule automatically.
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