Issuing Refunds via Check SOP
Last Updated: May 2025
Overview
All refunds must be processed to the original form of payment whenever possible. A check refund should only be issued in the following cases:
When to Request a Check Refund
The original credit card used for payment is expired or has been closed.
The original payment was made by check.
The original payment was made by cash.
Step-by-Step Procedure
1. Guest Initiates Cancellation
The guest calls to cancel their reservation.
The General Manager (GM) instructs the guest to send a cancellation and refund request to manager@campatXX.com from the email address listed in their guest profile.
The guest must include the mailing address where they would like the refund check sent.
2. GM Processes the Request
GM receives the guest’s email and:
Forwards the email to the Regional Director (RD).
Attaches a PDF of the guest’s reservation (exported from Newbook).
Adds a note in the guest’s booking in Newbook to document the check refund request.
Uploads a screenshot of the guest’s email to the booking’s Newbook Drive.
3. RD Verifies and Approves
The RD:
Reviews the reservation in Newbook.
Confirms the sender's email matches the guest profile.
Verifies the refund amount is accurate and matches internal records.
Once verified, the RD sends an email to AP@spaciousskiescampgrounds.com with all required documentation.
Email to AP – Required Format
Send To: AP@spaciousskiescampgrounds.com
Subject Line: Check Refund Request – [Guest Last Name], [Campground Name]
Email Body Must Include:
Forwarded email from the guest initiating the refund request.
PDF of the reservation from Newbook.
Guest’s full name.
Guest’s current mailing address.
Total refund amount.
Campground name.
Reason refund is being issued via check (card expired, check or cash payment).
4. Accounts Payable Processing
Allow 15 business days from the time the email is sent for the check to be issued.
The GM must review Bill.com to verify the issue date of the check.
5. Record the Manual Refund in Newbook
Once the check is confirmed as issued:
Navigate to the guest’s booking in Newbook.
Submit a manual refund with the refund method marked as "Check".
Enter the check number in the Reference Number field.