Refund reversals cannot be performed directly from the RoverPass Owner Portal. If a refund was issued in error, you will need to contact RoverPass Support so the team can investigate the transaction and advise on next steps.

What to Know Before Contacting Support

• RoverPass processes refunds back to the original payment method used by the camper. Once a refund is initiated and settled through the payment processor, it generally cannot be recalled by RoverPass alone.
• Whether a refund can be reversed depends on the current status of the transaction — for example, whether it is still pending or has already settled with the payment processor.
• Time is a factor. Contact support as quickly as possible after discovering the error, as options narrow once a refund has fully settled.

Information to Have Ready

To help the support team locate the transaction and act quickly, please gather the following before reaching out:

• Reservation ID — the unique identifier for the booking (visible on the reservation detail page in your Owner Portal)
• Refund amount — the exact dollar amount that was refunded
• Date the refund was processed — as precisely as possible
• Reason the refund was issued in error — a brief explanation helps the team assess options

How to Contact RoverPass Support

1. Email [email protected] with the subject line Refund Reversal Request and include all of the information listed above.
2. A RoverPass support agent will review the transaction status and respond with available options.

Notes

• RoverPass Support cannot guarantee a refund reversal in all cases — the outcome depends on the payment processor and how much time has passed since the refund was issued.
• If the camper received a refund they were not entitled to under your cancellation policy, you may need to arrange repayment directly with the camper outside of RoverPass.
• To avoid accidental refunds in the future, review the steps in the Refund tab carefully before confirming any refund amount on a reservation.