Automatically Refund Prepaid Bookings – Vagaro Support

As a business owner, it's common to experience cancellations every now and again. However, you don't want to lose time refunding prepaid appointments and customer deposits every time a customer cancels. Vagaro can automate this process for you.

Prefer to process refunds manually? If you prefer a more hands-on approach to your business, you can easily process refunds from the Calendar or the customer's profile.

Prerequisites: This feature requires Credit Card Processing.

To automatically refund prepaid bookings:

Go to your Online Appointment Rules settings:
- On a Phone: Open the Vagaro Pro App, then go to More → Settings → Booking → Online Appointment Rules.
- On the Web, Tablet, or Pay Desk: Go to Settings → Booking → Online Appointment Rules.
Go down to the Cancellation section.
If you haven't already, enable Customers Can Cancel Appointments. This allows customers to cancel their appointments themselves.
Under Hours before appointment, enter the timeframe that customers can't cancel. For example, if you enter one hour, customers can't cancel within one hour of their appointment.
Enable Automatically Refund for Pre-paid Appointments and Classes.
In the Refund Policy box, enter the refund policy for your business.
Enter your business's policies in the appointment or class cancellation policy boxes if applicable.
Select Save to finalize changes.

With Automatically Refund for Pre-paid Appointments and Classes turned on, the system will refund appointments as long as the customer cancels online before your specified deadline. This is fully automated and does not require business owner or service provider acceptance.

Note

Depending on the service provider's notification settings, the system will notify them about any cancellations.
If a customer uses a package or membership to fully pay for an appointment, the system will refund the membership/package visit when cancelled.
To view a report of refunded appointments, simply access the Transaction List report and select Show Refunded Items Only in the Advanced Filters menu.
Credit card refunds may take three to five business days to post on the customer's bank statement.