As a Host, sometimes you might come across a situation such as a cancelled booking, where you’d like to issue a refund for your Hipcamper. This article will teach you how to issue refunds from the Hipcamp website on desktop, mobile browser, or the app.
How to refund a camper on desktop
How to refund a camper on mobile browser
How to refund a camper on the app
What if a camper asks Hipcamp to refund a booking?
Helpful notes about Host refunds:
- Refunds can be processed from your Calendar anytime after a booking has been confirmed, there is no need to wait until the camper checks out!
- There is a tool that Hipcampers have on their Trip confirmation pages that allow them to formally request a refund from Hosts.
How to refund a camper on desktop
Refunding confirmed bookings on desktop
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Head to your Calendar page
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Find and select the Booking you’d like to refund
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Only past and active bookings will appear on your Calendar by default, click here for more information on how to view canceled bookings.
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Scroll down to click on the Refund button
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Once the new window opens, scroll down and enter the dollar amount you’d like to refund.
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Click the Refund button once - make sure to not click it more than once to avoid refunding more than the amount you specified.
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The payment breakdown and the Host and Hipcamper receipts will all be automatically updated.
Refunding cancelled bookings on desktop
- To access and view canceled bookings on your Calendar, click the Options button above the Calendar and select Show canceled from the dropdown. As shown here:
- Cancelled bookings will show up as red on your Calendar.
Special note: if a Site has two or more canceled bookings for a particular date, you will only see one of the cancelled bookings on the Calendar. To see all canceled bookings for a particular date, click the date on the Calendar and scroll down to Canceled bookings on the pop-up (video below).
- Click the cancelled booking you would like to refund and follow the usual refund steps.
How to refund a camper on mobile browser
- Navigate to your Host Dashboard by visiting this link or by tapping the menu on the top left side of the screen and then tapping the Host Dashboard button.
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- Select Calendar from the menu
- Select a date and you will see a list of bookings on that date towards the bottom of the screen
- Select the booking and click the Refund button
Refunding cancelled bookings on a mobile browser
- Navigate to your Host Dashboard by visiting this link or by tapping the menu on the top left side of the screen and then tapping the Host Dashboard button
- Select Bookings from the menu
- Use the Filters at the top of the screen to filter the list of bookings. You can select the Canceled filter to see cancelled bookings
- Select the booking and click the Refund button
How to refund a camper on the app
Refunding confirmed bookings on the app
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Head to the Calendar tab on the app
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Find and select the Booking you’d like to refund
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Only past and active bookings will appear on your Calendar by default, click here for more information on how to view cancelled bookings.
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Scroll down to click on the Refund button
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Once the new window opens, scroll down and enter the dollar amount you’d like to refund
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Click the Refund button once - make sure to not click it more than once to avoid refunding more than the amount you specified
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The payment breakdown and the Host and Hipcamper receipts will all be automatically updated.
Refunding cancelled bookings on the app
- Head to the Bookings tab on the app
- Filter bookings by ‘Cancelled’
- Select the booking and enter the dollar amount you’d like to refund
What if a Hipcamper asks Hipcamp Support to refund a booking?
If a Hipcamper gets in touch with our Support Team and requests a refund, the first thing we will do is refer them to the tool they have in their Trip confirmation page to officially request a refund from you as the Host.
You will then have 48 hours to respond to the refund request via your email or Calendar.
If the refund request expires or is declined without an explanation and the Hipcamper would like more assistance, we may reach out to you directly to pursue a clear resolution depending on their reason for the refund request. We very much want to get your input before proceeding in any specific way.
If we do not hear from you within 48 hours of our outreach, we may process a refund for the Hipcamper which would be deducted from your next payout if you were already paid out for the booking.
It's a Host Standard to Be Responsive, and we hope that these procedures give you ample amounts of time to explain your refund decision.
We recommend that you send a Hipcamp Message to the Hipcamper if you are declining the refund so that all parties including Hipcamp Support can see the reason and know that the situation is fully resolved.