When to cancel, mark a no-show, or refund

Cancel, no-show and refund differ in what they record about the visit, and in what happens to money the customer has already paid.

Which one to use

• Cancel when the appointment is not going ahead. Its time becomes free for another booking.
• No-show when the customer did not come. It stays on their record.
• Refund when the money goes back but the booking stands.
• Remove a service when one service on a checked-out booking did not happen. razza takes it off the booking and, in the same step, refunds what was paid toward it. See removing a service.

When you can use each one

• Cancel: until every service on it is complete, even after the customer has arrived or the service has started.
• No-show: from one hour before the start, or at any time once the booking is Arriving, until a service starts, and only before Checkout. A charge to the customer’s saved card has to be returned in full first.
• Refund: after Checkout, while money is still on the booking. Besides the owner, only a team member with both Can manage payments and Can view prices can refund.

What happens to the money

Cancel. If the customer paid by card online, razza asks Who cancelled?. For what they paid on the booking site, such as a deposit, choose We cancelled and razza sends it back to their card. Choose The customer and your business setting applies: by default it is not returned. The owner, or a team member with Can manage branch, can change it in Settings, on the Booking tab. A card payment taken after booking, through a payment link or Charge balance to saved card, goes back to the card whoever cancelled. If a card refund does not go through, razza tells you, and you can return it with the circular arrow described below.

Money you recorded yourself, such as cash, stays on the booking. If you had already taken the booking through Checkout, razza instead records that money as returned, so give it back to the customer.

No-show. razza returns nothing. Everything the customer paid stays on the booking, including what they paid by card online.

Refund. Everything still paid on the booking goes back. A card payment made online returns to the card. razza records anything paid another way as returned by the same method, so give that money back to the customer.

Returning money you kept

After a cancel or no-show, select the circular arrow beside that payment in the booking’s payment list. A card payment made online goes back to the card. For anything else, give the money back yourself, and razza records it when you confirm. The owner can do this, and so can any staff member with both Can manage payments and Can view prices. Take a deposit or a part payment has the details.

If you change your mind

To bring back a cancelled or no-show booking, open it and select Reinstate Booking. It is not offered once any money on the booking has been returned, and razza can refuse it if the booking’s team member, service or time is no longer available. A booking marked No Show cannot be checked out or cancelled until you do this.