Refund status records where a refund is in the provider’s process. Stripe’s refund object, for example, can show pending, requires_action, succeeded, failed or canceled. Those are provider-specific labels; check their meaning in the system you use. Source: Stripe API: refund status

A useful customer update

Say what you have verified. “We have requested the refund” describes a different event from “The payment provider shows the refund as succeeded”. Avoid promising that the money is already visible in the customer’s bank account unless you have evidence of that outcome.

Record the refund reference, amount, currency and latest checked status. Include the time of the check so a colleague can distinguish an old screenshot from a current result.

Follow up exceptions

Assign a person to pending or failed refunds and set the next review point. This provides a practical route for handling a refund that has not reached the expected state.

Keep the supplier cancellation reference alongside the payment information. It gives the team a way to investigate the travel arrangement and the money separately, without treating one result as proof of the other.

Written and updated by Travelgenix. Sources checked on 16 October 2026. Worked examples and checklists are editorial illustrations and recommendations, not customer results.