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How to Track Refunds on Your Trellis Payouts

Learn how refunds appear in your payout reports and why they may not show as withdrawals from your bank account.

When you issue a refund through Trellis, the funds are typically not withdrawn directly from your bank account. Instead, the refund amount is deducted from your next scheduled Trellis payout. This can cause confusion when reconciling with your accounting team, who may be looking for a separate bank transaction that never comes.

How to Find a Refund

Check the Checkout Details page

  1. Navigate to Results > All Transactions in your Trellis dashboard.
  2. Locate the relevant checkout for the guest you refunded.
  3. Scroll to the bottom of the Checkout Details page to view any refunds issued, including the date and amount.

Check your Payout Reports

  1. Navigate to Payments in your Trellis dashboard.
  2. View the Stripe Payout History table.
  3. Download and review the payout reports from the period after the refund was issued. The refund will appear as a deduction within that payout.

Heads Up! Refunds will only appear as a withdrawal from your bank account if there were no remaining Trellis funds available to offset the amount at the time of payout. In most cases, the refund is simply deducted from the next payout rather than charged back separately.

Frequently Asked Questions

Why doesn't the refund show as a withdrawal in our bank account?

Trellis deducts refunds from your next payout rather than pulling funds directly from your bank. Share the payout report from the relevant period with your accounting team to confirm where the refund is reflected.

What if I can't find the refund in a payout report?

Check the exact date the refund was issued on the Checkout Details page, then review the payout report for the period immediately following that date. If you still can't locate it, it's possible the refund has not yet been processed.

It might also be possible that the refund was for an offline transaction, meaning no funds were processed through Stripe and therefore nothing is deducted from the payout.

Need Help?

Did this answer your question? If not, please reach out to our Product Engagement Team via the blue chat icon or email support@trellis.org.