Verzögerter Zahlungseingang durch manuelle Rückerstattungsabwicklung

Definition

NSW guidance makes clear that where accommodation fails to meet consumer guarantees or where terms allow fee‑free cancellation, refunds must be provided and cancellation fees cannot unfairly penalise consumers.[3] In practice, many B&Bs operate with manually written policies requiring cancellations in writing and discretionary approval of partial refunds.[2][5][6][9][10] This structure forces staff to: interpret policy for each case, verify whether consumer guarantees are triggered, apply or waive fees, and then manually initiate card or bank refunds and reconcile them in accounting. Each disputed or exceptional cancellation can consume 30–60 minutes of staff time, and delays in decisions often lead to card chargebacks, which both reverse funds and add fees of around AUD 25–35 per chargeback, plus the opportunity cost of frozen funds during investigation (commonly 7–30 days). For a small property facing 3–5 contested cancellations per month, this can equate to 30–50 hours per year of admin time (AUD 1,500–3,000 in labour at AUD 50–60/hour) and AUD 900–2,000 in chargeback‑related costs and write‑offs, alongside lengthened time‑to‑cash on valid cancellation fees.

Why This Matters

The Pitch: Australian B&Bs and homestays lose 20–60 hours per year and experience 3–10 day cash delays on disputed bookings because cancellation charges and refunds are processed manually. Automation of refund rules, approvals and ledger posting accelerates cash conversion and reduces write‑offs.

Affected Stakeholders

Owner-operator, Front office / reservations staff, Bookkeeper / accountant, Customer service

Related Business Risks