If a guest cancels a booking or requires a refund for a JB Pay transaction, you can initiate the refund directly from the booking detail modal in Junglebee. This guide explains how to process full and partial refunds and what to expect with fees and timing.
Before You Begin
Before initiating a refund:
Confirm with the guest that a refund is warranted and agree on the refund amount.
Check your cancellation policy — Junglebee's refund tool will process whatever amount you enter, so it does not enforce your policy automatically.
Be aware that credit card processing fees on the original transaction are non-refundable, so a full refund to the customer means you will have to absorb the cost of the processing fees. This does not apply to the 4% Junglebee fee, which is refunded.
Steps to Refund a JB Pay Payment
Find the booking via your Dashboard, Passenger list, or the search bar.
Open the booking detail modal.
Scroll down to the Payment History section.
Click Add Refund.
Choose the JB Pay as the payment method.
Enter the amount to refund in the field next to the original transaction. Make sure there are no symbols or spaces.
Click Add Refund to submit.
Allow the refund to finish processing before scrolling or clicking away.
The refund will then appear in the Payment History.
Fee Implications
When issuing a refund through JB Pay:
The original Stripe credit card processing fee is not returned when you issue a refund. The 4% JB booking fee is returned.
A full refund to the guest will return the total amount they paid, but the original credit card processing fee is absorbed by you.
For partial refunds, only the specified amount is returned to the guest.
Refund Timeline
Guests typically receive their refund within 5–10 business days, depending on their card issuer and bank.
Tip: After issuing a refund, consider sending the guest a manual note or email to confirm the refund has been initiated and provide an expected timeline.