Refunds: automatic and manual
When does a client get their money back automatically, how do you refund yourself and what does a refund cost you? With a worked example.
On this page
A client who cancels in time automatically gets the full amount back. You don't have to do anything. You can also refund a payment yourself, for example as a goodwill gesture.
When are refunds automatic?
| Situation | What happens |
|---|---|
| The client cancels online, within your cancellation window | The client automatically gets the full amount back. |
| You set a paid appointment to Cancelled | The client automatically gets the full amount back, and you see a notice that the amount was refunded. |
| The client doesn't show up and you set the appointment to No-show | Nothing is refunded. |
| The appointment took place and is Completed | Nothing is refunded. |
After your cancellation window, a client can no longer cancel online and has to call you. You set the window under Free cancellation up to. See Set your booking rules.
Refund yourself
Step 1: Open the Online payments tab of your business and scroll to Payments.
Step 2: Find the payment and click Refund.
Step 3: Read what the client gets back and what it costs you, then click the button to refund.
This doesn't cancel the appointment itself. To cancel the appointment too, set it to Cancelled in the agenda; that refunds automatically.
What does a refund cost?
With a refund the client always gets back the full amount they paid. Bitbooking's €0.49 is returned to you. Stripe doesn't return its own processing fee on refunds.
Example: a client paid €50 with iDEAL and cancels in time. The client gets €50 back. You get Bitbooking's €0.49 back. Stripe's €0.29 is lost.
If a refund fails
Very occasionally a refund doesn't go through. You'll see the Refund failed label on the appointment and the payment. Click Try refund again in the Payments list, or refund it in your Stripe dashboard. If that doesn't work, contact support.
Can I refund part of a payment?
No, refunds from Bitbooking are always for the full amount. For a partial refund, use your Stripe dashboard.
I disconnected Stripe. Can I still refund?
Yes, payments already made stay in your Stripe account. Refund them in your Stripe dashboard.
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