To process a refund for a guest, your GuestyPay account must have a sufficient positive balance to cover the full refund amount. If your current balance is negative or lower than the requested refund, the payment processor declines the transaction.
Understand account balances
For security and financial compliance, the system only processes refunds backed by existing, settled funds. This prevents account deficits and ensures every transaction is fully funded at the time of the request.
Currently, you can't manually add funds to your account via wire transfer, credit card, or direct deposit. Your account balance increases automatically through regular platform activity:
New guest payments processed through Guesty
Daily settlement amounts from completed transactions
The scheduled release of any held reserve funds
FAQs
Why is my refund request declined?
The payment processor declines the transaction if your current balance is negative or lower than the amount you want to refund.
Can I top-up my account to cover a refund?
No. You can't manually add funds to your account. The balance must grow through natural transaction activity.
How do I know when I have enough funds?
Monitor your balance on the GuestyPay integration page. Once new guest payments or settlements push your balance above the required refund amount, you can process the request.