Refund a reservation step by step

Refund Reservations

To refund a camper, log in to your Owner Portal, find the reservation under Transactions > Reservations, and use the Refund tab to enter the amount and submit. You can issue a partial refund without cancelling the reservation, or cancel the reservation with or without a refund.

Issue a Refund (with or without Cancellation)

    Step 1: Login through the Owner Sign In Page

    Step 2: Click on the “Transactions” tab in the left side navigation bar and then ¨Reservations¨

    Step 3: Click on the reservation you wish to action. (Note: you may search by last name)

    Step 4: Click on the gray 'Refund' tab above the name 

    Step 5: Click the ‘Refund’ button next to the payment you wish to refund. 

    Info
    If you have a Structured Cancellation Policy in place and a reservation is canceled by the camper, the percentage to be refunded will be displayed based on the timing of the camper’s cancellation. For more information on Structured Cancellation Policies, please click here to read our article.

    Step 6: Use the ‘Refund Amount’ field to fill in the amount you want to refund on that campers payment.

    Step 7: In the 'Reason' field, select the reasoning for the refund from the dropdown.

    Step 8: Leave an optional memo and click the ‘Save’ button. 


    And you’re done! RoverPass will now automatically:

    • Refund the camper’s card
    • Reverse the payout to the campground
    • Send the camper a confirmation email of their refund

    Need to cancel without issuing a refund?

    • From the reservation detail page, click the red Cancel Reservation button.
    • Select a reason for cancellation. Choose Other if you want to write a custom message to the guest.
    • Click Save. No refund will be issued to the camper.

     Notes

    • Refunds are returned to the camper's original payment method — RoverPass does not issue refunds by check or to a different card.
    • You can issue a partial refund (any amount up to the original payment) without cancelling the reservation.
    • If a refund was submitted in error, you cannot reverse it yourself from the Owner Portal. Contact RoverPass Support as quickly as possible — see Can a Refund Be Reversed or Voided in RoverPass? for details.