Options for Issuing Refunds and Increasing Your Balance

During this challenging time, we want you to know that Xola is here to support you.

1. Store Credit for Cancellations

As customers request to cancel and refund bookings, one great option is to encourage the use of Store Credit for Cancellations. With Store Credit your customers can apply the value of their booking toward a future booking when you resume standard operations or they are able to travel again. Store Credit has the added benefit of allowing your customer to change their plans without impacting your bottom line. When completing the cancel workflow simply select the store credit option. Here is our full article on Store Credit

However, if for any number of reasons you do need to issue refunds in excess of your Xola balance (visible in the top right part of the purchases tab), we have two options to help you maintain available funds to do refunds within Xola.


2. Increase your payout delay from 1 day to 7 days

If you still have bookings (and income) coming in, simply reducing your payout lag will increase the likelihood of additional funds within your Xola account at any given time to process refunds. Funds will still be deposited on a rolling basis to your account. Once the seven day threshold has been met they will be paid out daily for transactions a week prior. 

3. Add funds to your Refund Reserve Balance

The refund reserve is used to cover for credit card charges you may need to refund. Whenever you process a credit card refund, your Xola account balance is drawn down by the refund amount. If you have a balance that can cover this refund, the refund is processed successfully. However, if your balance is less than the refund amount, the refund will be rejected.

For example, if you had a balance of $100 and are attempting the refund $120, the refund will be rejected because your balance cannot cover the refund amount.

To mitigate against your refunds being rejected, we recommend that you configure a refund reserve that can cover worst case days. Depending on your business, this might mean reserving a day's worth of bookings, or several day's worth of bookings -- this is entirely predicated by the type of business you run and you will be the best judge of what is an appropriate refund reserve.

With no revenue in your Xola Account and with a $0 balance, you are unable to issue refunds. This feature allows you to specify a minimum amount of funds to be held in reserve and withheld from payouts. Xola will find transactions whose amount total up to a value greater than or equal to the amount specified and mark these transactions as being part of the Refund Reserve.

Here is our full article on Refund Reserve. 

4. Add funds to your Xola Balance

You can send funds to Xola that we will add to your Xola Balance so you can issue refunds as soon as funds are received by Xola and added to your account This is generally 2-3 days depending on bank cutoffs and other factors. We will be working to handle these requests in as timely a request as possible but there are factors beyond our control. There are two ways to send funds to Xola:
  • Send a check (US ONLY)

    • Expected delivery time to your account approx. 2-3 business days.

    •  Make the check payable to: Xola 

    • Please include in memo: YOUR COMPANY NAME  

    • Take photos of the front and back of the check. Please ensure the entire check is visible and take the photos on a dark, solid background. 

    • Email support@xola.com and attach the photos of the check. Ensure that the original size of the photos are retained (some email clients automatically reduce the size).

  • Initiate a wire or ACH transfer to Xola

    • Domestic will take approx. 2-3 business days and international approx. 4-5 business days.

    • Email support@xola.com with your Xola Account Name to get instructions on sending a wire/initiating a transfer to Xola. 
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