COVID-19 FAQs

As media coverage has increased over the course of the last few days, we’ve received several questions and inquiries about the status of FareHarbor and guidance on next steps. While we will continue to monitor the situation closely, our goal is to provide you with the most current information, as it relates to FareHarbor and address any questions you may have at this time.

Note: this page will continually be updated with the latest news and information.

Will there be any changes to FareHarbor’s support hours?

Our number one goal is to stand by your side through this unknown time. Our Support team will continue to be available 24/7 and FareHarbor will continue operating normal hours.

Where is the best place to find information and resources?

If you aren’t already, follow our social media accounts for additional information. We’ll be posting about ways you can manage your Dashboard as well as resources to manage your business:

There are also great Dashboard resources available through our Help Center as well as business strategy topics through FareHarbor Compass.

How are refunds processed to me and my customers?

Full refunds are free in FareHarbor. Any fees associated with the payment will be returned back to both you and the customer.

For partial refunds, FareHarbor will keep the booking fee and refund a portion of the credit card processing fee based on the amount being refunded.

I issued a refund, how long does that take?

The amount of time it takes for your customers to see the refund on their card depends on their bank, as well as how the refund was issued.

Refunds from your FareHarbor Future Payouts balance or Refund Reserve are processed right away. In these cases, it will usually take customers 3 to 5 business days to see the refunded amount on their card.

Refunds funded from your bank account (available for US banks only) typically take 6 to 10 business days to appear on the customer’s card.

What are my options instead of issuing a full refund?

Instead of issuing a refund, you can offer your customers a gift card or gift certificate for the value of their original booking to use at any time in the future.

To see a list of all future paid bookings, go to Reports > Sales and choose the suggested report “Refundable Sales By Week”. We recommend calling customers on this list using one of our suggested templates.

Once you have approval from the customer, you can issue them a gift card (recommended) or gift certificate.

Can I refund or rebook multiple bookings at the same time?

Rebookings, cancellations, and refunds will need to be done per each individual booking.

Can I email all clients on the same availability at once?

Definitely! This is a great way to save time and notify all customers on an availability in one step. You can do this by navigating to your Bookings calendar and into the settings of the availability you want to email.

Where can I find industry-related resources?

Right here! We’ll be keeping up with industry topics and updating links below:

Disaster Loan Assistance: Asking for help reveals strength, not weakness. Low-interest disaster loans for Businesses are being provided by the U.S. Small Business Administration. Find out more here!

If you have any additional questions you would like us to answer, please reach out to FareHarbor Support.