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 you to cancel their prepaid appointment, and a refund must be issued for their prepayment, the refund can be issued from the Schedule during the cancelation process.

Note: This option is only available on appointments booked and prepaid for by the client online. The option to Cancel & Refund will not be available on appointments booked using an existing prepaid service credit.

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.

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
    • 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
    • Selecting Credit Card will refund the payment back to the client's card that was charged.
12. Enter the Refund Amount
    • The refund amount can be any amount up to the total paid by the client
13. Enter a Reason for the refund. 
    • This will appear on the receipt
14. Select Process Refund

View the Mobile App Directions here: Canceling a Pre-Paid Appointment (Mobile)