Let’s be honest, refunds rarely feel like a win. A sale gets reversed. Revenue disappears. But how you handle that moment can say more about your business than the booking experience ever did.
For many customers, a refund is when they decide whether or not to trust you again.
The cost of a bad refund experience
In one survey, 8% of travellers said they cancel and rebook their trip shortly after completing a booking (Think with Google). That means change is often part of the journey, even when things go well.
And when things don’t go well? A clunky refund process tells people, “We’ve got your money, good luck.” A smooth refund says, “We’ve got you, even when things don’t go to plan.”
Never forget that a bad experience means bad reviews. And reviews are the lifeblood of your company in the digital age.
We’ve all seen what happens when things go wrong: tourists missing their entry slot, resellers requesting a last-minute change, and support teams bouncing between platforms trying to issue a refund. For your customer, it’s frustrating. For your ops team, it’s inefficient. And for your brand, it leaves a bad taste.
Refunds are emotional
Travel plans change. Flights get cancelled. Family emergencies happen. Sometimes it’s not even dramatic, just a change of mind or the wrong date selected by mistake.
When that moment comes, your refund process becomes the most visible part of your brand. Even if a traveller never returns to that same destination, their review lives on. So do their conversations with friends or their choice to book with your brand again in another city.
That’s why we’ve added PayPal refunds to the Palisis back office
PayPal is used by over 400 million people globally (Statista, 2024), and in Germany alone, it accounts for over a quarter of online transactions (EHI Retail Institute, 2023).
Until now, if someone paid via PayPal, you had to log in separately and process the refund manually. Not ideal, especially if you’re managing a queue at the ticket office or juggling a busy season.
Now, you can refund directly from the booking in Palisis:
- No switching tabs
- No extra logins
- No delay
Just a few clicks and it’s done. Easy for your ops team, faster for your customers.
A small change that builds trust
This isn’t just a backend feature. It’s a way to leave a good impression, even when things don’t go to plan. Whether it’s a missed hop-on bus in Barcelona or a cancelled museum ticket in Vienna, your ability to act quickly matters.
Because even if the traveller doesn’t come back, you want them to leave with a good story.
Ready to give it a go? Log in to Palisis and try PayPal refunds from the back office today.