How to Process a Wallet Refund via Stripe (Manual Workflow)

If you need to return funds to a customer who paid via a Digital Wallet, there is a specific limitations-based workflow you must follow. Unlike standard card payments, wallet refunds require a "Two-Step Sync" between Stripe and BRM.

The Limitation: No Automatic Handshake

Because of the high-security encryption used by Apple and Google, the BRM Back Office cannot currently "talk" to the wallet token to trigger a refund. Additionally, any action taken directly in your Stripe Dashboard does not automatically update your BRM reservation.

Step 1: The Financial Refund (Stripe)

You must initiate the actual movement of money through your merchant processor:

1. Log in to your Stripe Dashboard.

2. Search for the customer’s payment (use their email, reservation ID the exact transaction amount).

3. Select Refund and process the total or partial amount.

4. Important: Copy the Stripe Refund ID (usually starts with re_...) for your records.

Step 2: The Manual Record Update (BRM)

Once the money is sent back via Stripe, your BRM reservation will still show the original full payment. You must manually reconcile this to keep your accounting and inventory accurate:

1. Open the reservation in the BRM Reservations Planner.

2. Navigate to the Transactions tab.

3. Select Other as the payment method (this needs to be enabled in the Payment Methods section)

4. Enter the refund as a negative value (e.g., -50.00).

5. In the Notes field, paste the Stripe Refund ID. This is your audit trail.

Note to Staff: If you skip Step 2, your end-of-month financial reports will show more revenue than you actually have in the bank. Always ensure the BRM Manual Transaction matches your Stripe activity.