As you know, you can make refunds either monetarily or as a gift voucher. Sometimes you may only be able to refund a booking with a gift voucher. Here is a list of possible reasons:

  • If a booking was purchased with voucher, it can be only be refunded as a voucher.
  • There is no credit in your escrow account and you have already made cancellations that exceed the value of the security retainer. For more information, please refer to our respective guide.
  • You have not uploaded any documents for verification under "Settings" -> "Documents".

The following error message appears when making a monetary refund: "Blocked due to a debited User's KYC limitations (maximum debited or credited amount reached)".

To find out why refunding with a gift voucher is useful and why we recommend this, check out our corresponding knowledge base articles.

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