Refunds need to be issued from your Wander dashboard (app.wander.com) because Wander processes the payment for the reservation.
These steps apply regardless of which property management system (PMS) you use.
Before you begin
Before issuing a refund, keep in mind that guests are informed during booking that the payment processing fee and 3% booking fee are non-refundable upon cancellation.
If you do not want to absorb these non-refundable fees when refunding a reservation, use the Total paid to host amount shown in the reservation payout breakdown as the refund amount (more on this below).
Issue a refund
To issue a full or partial refund:
Log in to app.wander.com.
Go to Reservations.
Locate the reservation that requires a refund (under Active, Upcoming, Past, Cancelled)
Select the reservation to open the reservation drawer and view the guest and payment details.
Select Refund in the bottom-right corner of the reservation drawer.
Enter the amount you want to refund. The refund defaults to Total paid by guest.
To refund the guest's full payment and absorb the non-refundable fees, use Total paid by guest.
To keep the non-refundable fees the guest's responsibility, use Total paid to host.
Select the category that best describes the reason for the refund, such as a guest inconvenience.
Add any additional context in the Memo field, if needed.
Select Initiate refund.
After the refund is initiated, allow approximately 5–10 days for the refund to process.
FAQs
How long does a refund take?
How long does a refund take?
Refunds take approximately 5–10 days to process.
If the guest has not received the refund after that period, contact Wander Support so the team can investigate the refund status.
When available, Wander Support can provide a refund tracking number that the guest can give to their bank to help locate the refund.
How much should I refund?
How much should I refund?
The refund amount depends on whether you are issuing a partial refund and whether you want the guest or property manager to remain responsible for the non-refundable fees.
Total paid by guest amount = Property manager absorbs non-refundable fees
Total paid to host amount = Guest absorbs non-refundable fees use
Can I refund by a percentage amount?
Can I refund by a percentage amount?
Not at this time. Refunds must be entered as a specific dollar amount rather than a percentage.
If you want to refund a percentage of the reservation, calculate the corresponding dollar amount first, then enter that amount when issuing the refund.
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