Refund a customer

A refund gives the customer their money back and leaves the booking where it is: same status, same place in the customer’s history.

Steps

1. Open the booking and, under Payment, select Refund.
2. razza asks Was the amount actually returned to the customer?
3. Choose Yes: record a refund when the customer is getting the money back.
4. Choose No: correct the payment method only when only the recorded payment method was wrong.

The second choice opens the payment method editor and moves no money. razza does not offer it when every payment on the booking was made by card through Online payments or with a gift card.

Who gives the money back?

razza returns a card payment made through Online payments to the same card itself.

Gift card money goes back on the gift card. For cash, a bank transfer or any other method, razza only records the refund, so give the money back yourself, the same way the customer paid.

When does the button appear?

On a booking taken through Checkout that still has money on it. It returns all of that money, even after an earlier partial refund.

Return one payment, or part of it

Select the circular arrow beside a payment in the payment list, enter the amount, and confirm with Refund to card, Return to gift card or Hand back cash, whichever it offers. This also works before checkout, even on a cancelled or no-show booking. Only the owner and staff members with both Can manage payments and Can view prices can do it.

Refund a service that did not happen

On a checked-out booking, you can remove that service instead of refunding it by hand, as long as another service stays on the booking. In the same step, razza refunds what the customer paid beyond the price of the services that stay, and takes any unpaid part off what they still owe. It shows that refund, payment by payment, before you confirm, and takes back the points the customer earned on the service.

What changes after a refund?

The booking reads Partially refunded while part of what was paid is still on it, and Refunded once all of it has gone back. In Reconciliation, counted by Collection date, the amount shows under Refunds on the day you refund it. When you use Refund, razza also takes back the points the customer earned on this booking and returns the points they spent on it.

After checkout, a refund does not change what the customer still owes, and you can still collect it. After a partial refund, you can also add a service and take payment for it, as before. Once everything paid has gone back, you can no longer add a service, so if the customer wants another one, create a new booking.

If your business is registered for VAT, razza issues a credit note when it refunds money an invoice already covers, and sends the note to the customer on WhatsApp while Final invoices is on. In every other case, razza sends the customer a WhatsApp refund notice while Refund issued is on.

If the card refund fails

razza shows an error and stops. A card payment that did go back stays refunded, and the rest stays on the booking. Select Refund again later, and razza returns only what is left.