Cancel a booking

Cancelling frees the booking’s time for someone else and keeps the booking in the customer’s history as Cancelled. You can reinstate it later, unless any money paid on it has gone back to the customer, and razza can refuse it if its team member, service or time is no longer available.

Watch how it is done

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Steps

1. Open the booking, then open the actions menu (⋮) at the top of the page.
2. Select Cancel Booking.
3. If razza asks Who cancelled?, choose who cancelled.
4. Select Cancel Booking again to confirm.

On a computer, you can also right-click the booking in the calendar, select Cancel Booking, then confirm.

When can you cancel?

You can cancel while the booking is Booked, Arriving or In Progress, even if it is already paid. Cancelling a started service stops it and frees the team member’s time.

Once the service is complete, Cancel Booking is gone. To give money back after that, use a refund.

What happens to money already paid?

• Paid online on the booking site, such as a deposit: razza preselects The customer, and then your When a customer cancels setting decides: by default it is not returned. If your business is cancelling, switch to We cancelled and razza sends it back to the card. The owner, or a team member with Can manage branch, can change that setting under Settings, Booking.
• Paid by card after booking, through a payment link or Charge balance to saved card: razza sends it back to the card, whoever cancelled.
• Paid with a gift card: it goes back on the gift card or your setting keeps it, never as cash. See Pay with a gift card.
• Recorded by hand, on a booking taken through Checkout: razza records all of it as handed back on the same method, so return it to the customer, and you can no longer reinstate the booking.
• Recorded by hand before Checkout, such as a deposit: it stays on the booking. To give it back, see taking a deposit.

If you can see prices, razza shows under the question how much goes back to the card and how much your setting keeps, for the answer you pick.

If a card refund does not go through, razza still cancels the booking and tells you the money was not returned. To return it, or card money your setting kept, select Refund to card (the circular arrow) beside that payment. The owner can do this, and so can any staff member with both Can manage payments and Can view prices.

Once any money on the booking has gone back to the customer, you can no longer reinstate it.

After you cancel

You see Booking cancelled, the time is bookable again, and razza leaves the booking out of the day’s revenue. razza returns the points the customer spent on this booking and takes back the points they earned on it.

razza tells the customer on WhatsApp if WhatsApp is on for cancellations, otherwise by email if they have one. It does not send this notice once the booking date has passed. When money goes back to the customer, razza also tells them on WhatsApp, whatever the date: with the credit note if razza issues one and Final invoices is on, otherwise with a refund notice while Refund issued is on.

Changed your mind? See reinstating a booking.