If you do not have your own Stripe account and are having BookingHawk.com deposit payments into your bank account, you are using our Native Transfers.
As you are probably aware, Stripe charge a small commission on transactions. For a European credit/debit card, the amount is 1.4%, plus 25c plus 23% VAT. For example, on a €10 payment, Stripe charge 48c.
Even though you are not using your own Stripe account, BookingHawk.com use Stripe to securely process your transactions and thus you are still liable for the transaction commission fees imposed by Stripe.
As of April 13th 2020, Stripe are no longer returning their transaction charges in the event of a refund for our Native Transfer users. Therefore, should a refund be issued by BookingHawk.com for a €10 payment, your customer will only receive €9.52.
The system informs the customer of this in several places, as demonstrated by the below three screenshots.
If you would like 100% of your fee to be returned to the customer, you will need to switch to our Stripe Connect setup. This means that you need to create your own Stripe account and connect it to your BookingHawk.com account.