How to cancel and refund a rental when the item(s) have not yet been handed over to the customer?

How to cancel and refund a rental when the item(s) have not yet been handed over to the customer? When a rental is created, it appears with a validated status. It only moves to the "in progress" status once the products have been handed over or shipped to the customer.

• A rental that is in "validated" status must be cancelled before it can be refunded.
• If you need to cancel and refund a rental paid online or via a payment link that has not yet been collected by the customer, you must strictly follow this refund procedure on the ZIQY platform, and not on your PSP's interface.

This procedure will trigger the transfer of the amount to be refunded to your customer's account via your PSP and will allow you to have a credit note available in the ZIQY platform. A direct refund from the PSP interface would not allow you to have this document and the transaction would not appear on the platform for this rental. If you attempt to process the refund from the ZIQY platform after it has already been carried out from the PSP, this will generate a refund line with an "error" status in the ZIQY platform, and will not allow you to download the credit note.

How to cancel and refund a rental when the item(s) have not yet been handed over to the customer? Go to the Locations menu. Click on the rental line to be refunded. At the top right, click on "Annuler la réservation".

How to cancel and refund a rental when the item(s) have not yet been handed over to the customer? Click on "Confirmer". Then on "OK". Once you have confirmed the cancellation, a new information line appears in the "Remboursement" block with an action button "Rembourser" at the end of the line. The rental is cancelled, you can now refund it. Click on "Rembourser".

How to cancel and refund a rental when the item(s) have not yet been handed over to the customer? Click on "REMB. EN LIGNE". By clicking on this button, you send the instruction to your PSP to credit the customer's bank card with the rental amount. You do not need to go to your PSP's interface; the refund is automatically processed by the platform to your customer's account. Deduct any applicable cancellation fees, then click on "Rembourser". Click on the cross to close the window.

How to cancel and refund a rental when the item(s) have not yet been handed over to the customer? Download the created credit note. In the transactions block, in the last column Facture, you can download the credit note in PDF format by clicking on the arrow.