Refund a payment
Refund all or part of a checked-out booking. Online card payments go back through Stripe; in-person refunds are recorded.
Time: 2 minutes
Before you start
- Refunds are for bookings that are Done (checked out)
- Cancelling instead? The deposit is kept or refunded in Cancel. See Cancel an appointment.
Open Refund sale
Start from either place:
- On the booking: tap its status, then Refund
- On the invoice: tap Refund. On a phone, tap More, then Refund.
Refund
- Check Paid for this booking at the top
- Deposit: tap Full, Half or None, or type an amount
- Remainder: tap Full, Half or None, or type an amount
- Refund by: it starts on the way the client paid. Change it if you need to.
- Pick a Reason
- Check the line above the button, for example "Full refund: $30.00 deposit + $55.50 remainder."
- Tap Issue refund
The invoice shows the refund. The booking stays Done.
Where the money goes
- Paid online by card: goes back to the client's card through Stripe. The deposit always goes back this way.
- Card (EFTPOS) in person: refund it on your terminal. The app records it.
- Cash or another method: give it back your usual way. The app records it.
After you refund
On the booking, Refund changes to:
- Refund processing: an online refund is on its way
- Refunded: done
On the invoice you may see:
- Refund pending: still going through
- Refund failed: with the reason. Refund works again, so you can try again.
Good to know
- Set the deposit and the rest together. Once a refund has gone through, Refund stays greyed out.
- A refund can't be undone in the app
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