Canceling and Refunding a Pre-paid Appointment

Depending on the Pre-Payment Rules set for your business, clients may be able to pre-pay a deposit during booking, or pre-pay for the full amount of the service and tip up front. 

If the client contacts your business to cancel their appointment, depending on the cancelation reason, you may also want to process a refund. This can be done during the cancelation process without needing to find the receipt within Sales Activity. You can also manage what is done with the pre-paid credit if you choose to not refund the payment.

Canceling and Refunding a Pre-Paid Appointment

Navigate to your:

1. Business Profile. 
2. Select Schedule. 
3. Locate the appointment you need to cancel. 
4. Select the appointment block to open the side menu. 
5. Select Edit to open the appointment details. 
6. Select Cancel Appointment. 
7. Add Cancelation Notes (optional). These are for internal use only and display in the Activity section of the Client's record. 
8. Check Cancelation email to client to send a Cancelation email. Deselect to not send one. The option to send will not be available if the Client doesn't have an email address on file.
9. Select Cancel & Refund
10. Select the Refund Method
    • Selecting Credit Card will refund the payment back to the client's card that was charged.
11. Enter the Refund Amount
    • The refund amount can be any amount up to the total paid by the client
12. Enter a Reason for the refund. 
    • This will appear on the receipt
13. Select Process Refund

Notes:

• After selecting Process Refund, the refund amount entered will be processed immediately. If Credit Card was selected as the refund method, it may take up to 3-5 business days for the funds to be returned to the client.
• This applies to both partial and fully pre-paid appointments.
• When a refund is processed for a fully pre-paid appointment, the pre-paid credit associated with the appointment will be removed from the client's record automatically so it cannot be used again in the future.

Canceling and Refunding a Pre-Paid Appointment with Multiple Receipts Attached

In some cases, there may be multiple receipts attached to a pre-paid appointment. This can occur if a client partially pre-pays for an appointment online, then pays the remainder through their client account. Or if the appointment is booked by the business with multiple pre-paid services or add-ons. To cancel and process a refund, first navigate to your:

1. Business Profile. 
2. Select Schedule. 
3. Locate the appointment you need to cancel. 
4. Select the appointment block to open the side menu. 
5. Select Edit to open the appointment details. 
6. Select Cancel Appointment. 
7. Add Cancelation Notes (optional). These are for internal use only and display in the Activity section of the Client's record. 
8. Check Cancelation email to client to send a Cancelation email. Deselect to not send one. The option to send will not be available if the Client doesn't have an email address on file.
9. Select Cancel & Refund
10. Select the receipts that should be refunded
    1. Any associated pre-paid credits will be removed from the client's record as well after the refund has been processed
11. Select the Refund Method
    1. Selecting Credit Card will refund the payment back to the client's card that was charged.
12. Enter the Refund Amount
    1. The refund amount can be any amount up to the total paid by the client
13. Enter a Reason for the refund. 
    1. This will appear on the receipt
14. Select Process Refund

Canceling a Pre-Paid Appointment Without Processing a Refund

In cases where you would like to cancel a partially or fully pre-paid appointment without processing a refund, you can follow these steps. If canceling a fully pre-paid appointment, you will also be able to choose how to handle the pre-paid credit associated with the appointment.

First, navigate to your: 

1. Business Profile. 
2. Select Schedule. 
3. Locate the appointment you need to cancel. 
4. Select the appointment block to open the side menu. 
5. Select Edit to open the appointment details. 
6. Select Cancel Appointment. 
7. Add Cancelation Notes (optional). These are for internal use only and display in the Activity section of the Client's record. 
8. Check Cancelation email to client to send a Cancelation email. Deselect to not send one. The option to send will not be available if the Client doesn't have an email address on file.
9. Select Cancel - No refund
10. Choose what should happen to the pre-paid credit
    1. If selecting to return the credit, then the credit is available to be booked on future appointments
    2. If selecting to remove the credit, the credit will be removed from the client's record so it cannot be used
11. Select Cancel Appointment

• If there is only a partial pre-payment assigned to the appointment, then step 10 will not appear and the appointment will be canceled without any refund