How to Handle Cancellations Effectively

How to Handle Payment Issues and Refunds

Overview: Payment discrepancies can happen from time to time, whether due to issues with the iOL Pay Virtual Credit Card (VCC) or other factors. Here’s a guide on what to do when payment failures or discrepancies occur and how to request a refund.

Key Points:

    •    What to Do When a Payment Fails

If a payment fails, we recommend checking the payment details immediately. In many cases, the issue can be fixed by verifying the card information or ensuring there are enough funds in the partner’s wallet.

    •    How Refunds Are Processed

If the payment issue can’t be resolved or the booking needs to be canceled, we can issue a refund. Typically, the refund will be credited to your wallet within a certain timeframe. For certain complex cases, the hotel may need to reverse the payment, which can take up to 30 days.

    •    What Happens if the Payment Cannot Be Reversed?

If the hotel cannot reverse the payment or adjust it, iOL X will step in to resolve the situation. We’ll issue a refund for the booking if necessary, credited directly to your wallet.