Refund a paid booking

A customer pays when they book. If you cancel or decline, or simply agree to give the money back, you refund it yourself. Online bookings are an add-on. If your site doesn't have them yet, ask us about adding them; we quote it in writing first.

Good to know first

• Canceling an appointment doesn't refund it, and refunding doesn't cancel it. They are separate steps.
• You can refund before you cancel.
• If you decline a paid request, you need to refund it too.

Refund an appointment

1. Log in to your site editor. In the side panel, click Bookings.
2. Click Booked Appointments.
3. Find the appointment and click it to open it.
4. Under Manage this appointment, click Refund.
5. Tick the box beside the appointment you're refunding.
6. Optional: turn on the email notification switch if you want the customer to get an email confirming the refund.
7. Optional: type a reason.
8. Click Refund.

Cancel and refund in one go

1. In Booked Appointments, click the three dots beside the appointment, then Cancel Appointment (or Reschedule).
2. Type the reason.
3. Under Refund the customer?, choose Refund now.
4. Tick the appointment, choose whether to send the email, add a reason if you like, and click Refund.

If you pick I'll do it later if needed, nothing is refunded yet. Come back to the steps above when you're ready.

Tips

• Tell customers about your cancellation rules on the booking page, before they pay.
• Keep your own record of who you refunded and when.

Need a hand?

If your site doesn't have this yet, ask us about adding it. We quote it in writing first, and nothing is billed unless you approve. Email hello@zossoz.com. For a refund you can't find or complete, email us the date, the customer's name and the service.