You can refund a customer payment directly through Viking Pay or through your external payment provider.
The refund process depends on which payment provider your school uses.
Important: Refunding a payment does not automatically cancel a booking or its scheduled lessons.
In this article
- Refund a payment with Viking Pay (Rootline)
- Refund a payment with another payment provider
1. Refund a payment with Viking Pay (Rootline)
If your school uses Viking Pay (Rootline), you can initiate a full or partial refund directly from the booking in Viking.
- Go to Bookings and open the relevant booking.
- Click the price to open the payment details.
- Find the payment you want to refund.
- Click Refund next to the paid amount.
- Enter the amount you want to refund.
- Add a description for the refund.
- Follow the on-screen instructions to complete the refund.
A refund cannot exceed the original payment amount. If a booking was paid in multiple transactions, each payment must be refunded separately.
What happens to the booking after a refund?
A refund changes the amount paid, but not the booking's total price.
For example, a customer books a lesson package for €200 and pays the full amount.
Before the refund:
- Booking total: €200
- Paid: €200
- Outstanding: €0
After refunding €50:
- Booking total: €200
- Paid: €150
- Outstanding: €50
The refund is registered, but the booking still has its original total price of €200.
The booking and any scheduled lessons remain unchanged.
Change the booking total if needed
If you refunded €50 because the customer should only pay €150, you must also adjust the booking's total price.
- Open the booking.
- Click the price.
- Click the edit (pencil) icon next to the total price.
- Change the total from €200 to €150.
- Save the change.
The booking should now show €150 paid against a €150 total, with nothing outstanding.
If Viking offers to register an additional refund while editing the price, check the existing payment records first. Do not register the same refund twice.
Remember: Refunding a payment and changing the booking price are separate actions.
Check your Viking Pay refund
You can review processed refunds in the Viking Pay dashboard.
- Open Viking Pay from the main menu.
- Go to All refunds.
- Find the relevant refund.
The overview includes the refund amount, payment method, status and settlement information.
You cannot initiate refunds from the Viking Pay dashboard. Start them from the relevant booking.
2. Refund a payment with another payment provider
If your school uses an external payment provider, such as Stripe, Mollie or SumUp, you must first refund the money through that provider.
Afterward, you must also register the refund in Viking so the booking and financial reports remain correct.
Step 1. Refund the customer through your payment provider
- Log in to your payment provider's dashboard.
- Find the original transaction.
- Initiate the full or partial refund.
- Complete the refund according to your provider's instructions.
The money is refunded through your payment provider, not through Viking.
Step 2. Register the refund in Viking
After completing the refund through your payment provider:
- Go to Bookings and open the relevant booking.
- Click the price.
- Click the edit (pencil) icon next to the total price.
- Reduce the booking total by the refunded amount.
- Viking automatically offers to register a refund for the difference.
- Select Internet as the refund payment method.
- Save the changes.
For example, if you refunded €50 through Stripe on a €200 booking, change the booking total to €150.
Viking will offer to register a €50 refund. Select Internet to indicate that the money was refunded through the external payment provider.
Viking also offers other payment methods, such as Cash and Card, for refunds handled in those ways.
Important: Registering the refund in Viking does not transfer money to the customer. The actual refund must already have been completed through your payment provider.
Why register the refund in Viking?
If you refund a customer through Stripe or another provider but do not register it in Viking, your financial records may no longer match the actual transactions.
By recording the refund in Viking, you keep the booking's payment information and financial reports accurate.