SHARRYLAND
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Refunds and fees
How do refunds work with Stripe?
When a user requests a refund that is owed to them, or when the seller decides to refund a customer, Stripe taps into the seller's online wallet to retrieve the funds to be returned. If there are no funds, the seller is notified that he or she must arrange to reload the Stripe wallet with the amount needed. There are several options for doing this and will be indicated by Stripe.
If the seller does not manually reload, Stripe will withdraw the amount needed for the refund to the checking account associated with the Stripe account. Remember that for each transaction, both Stripe and SharryLand retain a percentage that will not be returned to you in the event of a refund to the customer.
The customer has already paid, but I have to cancel the purchase or reservation. What should I do?
Once the customer has made payment, you cannot cancel the purchase or reservation. The customer is free independently to self-cancel their reservation if it is within the days allowed for refund. Any other case must be handled through communication between you and your customer.
If you want to refund a reservation that no longer qualifies for a refund, you can return all or part of the amount paid via Stripe. Remember that for each transaction, both Stripe and SharryLand retain a percentage that will not be returned to you if you refund the customer.
A customer cancelled his reservation within the refund deadline. What should I do?
You don't have to do anything. Stripe returns the full fee automatically. Remember that for each transaction, both Stripe and SharryLand retain a percentage that will not be returned to you in the event of a refund to the customer.
How long does it normally take for a refund to be made?
Normally 5 to 10 working days elapse between the date of cancellation of the reservation and the actual refund.
A client claims he did not receive the refund he was entitled to, what should I do?
Check communications received from Stripe: if Stripe did not find the funds in your wallet or bank account, it could not initiate the refund. You must then arrange to replenish your Stripe bank account or wallet.
If this is not the case, also check your movements on Stripe and in your bank account to find a record of the refund made and give proof to the client.
In case of reimbursement to the client do I recover management fees?
No, for each transaction both Stripe and SharryLand retain a percentage which will not be returned to you in the event of a refund to the customer.
What are SharryLand's management fees?
SharryLand retains 5% management fees (including VAT) for each transaction that takes place through the platform. SharryLand will send you a monthly invoice of the total commissions withheld.
What are Stripe's management fees?
Stripe retains about 1.5 percent management fees for each transaction. For details on fees go to this page.
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