Refunds are claimed here before we ask Stripe, so two clicks or two admins cannot refund the same order twice. When Stripe refuses, the order is put straight back to paid.
What to check first
- The Refund button only appears on an order with the status paid that was actually paid by card. A request you accepted but were never paid for has nothing to refund.
- Only owners and admins can refund. Editors and viewers can see orders but not refund them.
- If the status is already refunding or refunded, a second attempt is refused — the first one is either in progress or done.
What to do
- Press Refund again. Most failures are momentary.
- If it fails a second time, refund the payment in your own Stripe dashboard. The payment sits on your connected account, so you can refund it there.
- Reply to any email from QuietStay and tell us the order and the property, so we can set the status here to match.
What a successful refund does
It refunds in full, reverses the payment to you, and returns our 2% fee. Stripe keeps its card-processing fee.
If you are told it refunded but the status looks wrong
Occasionally the money moves at Stripe and our own record does not update. Check Stripe first — if the refund is there, the guest has their money. Then reply to any email from QuietStay and it reaches a person.