There are a two ways to give money back to your customers in Xola. You can directly issue a refund (or issue a refund as a by-product of adjusting Guest Count, Add-Ons, Arrival, or Switching Experiences) or return payment to a customer. They sound like similar functions, but there are distinct differences between the two methods. Read below for a description of Refund and Return Payment as well as an example instance of when you would use one over the other.
Definition: To decrease a customer's balance either in partial or in full for their payment.
For example: Hermione charges two tickets for $108.88 to her credit card for the Bob Dylan tour with Popspots. One week prior to the call, Hermione calls Popspots and explains that her husband, Ron, won't be able to make it to New York this year. Hermione will still be attending the tour, but needs to cancel her husband's ticket and get a refund. Since she's cancelling more than five days prior to the tour, she's eligible for a full refund. In this case, you would click Refund and issue Hermione a refund of Ron's $50 ticket to the credit card you have on file.
Definition: Returning money to one customer in order to collect that money in another form of payment or from another customer.
For example: Arnold charges two tickets for $100 to her credit card for the Bob Dylan tour with Popspots. When he and his friend, Helga, arrive for the tour, Helga explains that she wants to pay for her own ticket with her credit card (she wants to rack up those points!). Since Arnold paid for both tickets, you would click Return Payment and type in $50 (the price of Helga's single ticket). This would send $50 back to Arnold's card while opening up a $50 balance to be settled on the purchase. To settle the balance with Helga's card, you'd click Collect Balance, add Helga's card number by clicking Add a new card, and hit Collect.