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 without requiring the business owner's or service provider's acceptance, as long as the customer cancels online before your specified deadline.
Appointments paid by credit cards may up to five business days to post on the customer's bank statement. If a customer uses a package or membership to pay for an appointment, only that visit will be refunded. Service providers will get a notification about customer cancellations depending on their notification settings.
Tip
View your refunded appointments in the Transaction List by selecting Advanced Filters and then Show Refunded Items Only.
If you prefer a more hands-on approach to your business and process refunds manually, you can process refunds from the Calendar or the customer's profile.
Prerequisites: This feature requires Credit Card Processing.
To allow prepaid bookings to be automatically refunded:
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Go to your Online Appointment Rules settings:
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On a Phone: Go to → → → .
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On the Web, Tablet, or Pay Desk: Go to → → .
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Scroll down to the Cancellation section and configure the following settings:
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Customers Can Cancel Appointments: Toggle on this setting, which allows customers to cancel their appointments themselves.
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Hours before appointment: Enter how many hours before an appointment after which customers can no longer cancel it. For example, if you enter 1 hr, customers can't cancel within one hour of their appointment.
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Automatically Refund for Pre-paid Appointments and Classes: Toggle on this setting for customer payments to be refunded if they prepaid or paid a deposit.
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Refund Policy: Enter or update your business's terms and conditions that you'll allow refunds.
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Optionally, enter or update your business's required Appointment Cancellation Fee Policy and required Class Cancellation Fee Policy. These cancellation policies help protect your business in case a customer files a chargeback or legal complaint by showing that the customer agreed to your fees when they made the purchase.
Note
These policies are also copied to the same boxes in Online Shopping Cart and Facility Information and are shown at checkout when a customer makes a purchase on your Vagaro Listing Page.
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Select Save.
Comments
1 comment
typo second paragraph: Appointments paid by credit cards may ^take up to five business days to post on the customer's bank statement.
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