Cancel an Individual Booking

When a customer cancels a booking, you can choose to issue a full or partial refund, issue no refund at all, or send the customer store credit.


Cancel Booking With Refund

Please note that when issuing credit card refunds, you may not refund a customer more than the amount originally charged on their credit card. 

  1. In the Purchases tab, navigate into the customer purchase.
  2. Below Payment Summary, click Cancel.
  3. Click Confirm to continue with the cancellation.
  4. Enter in the full or partial amount to be refunded in the Amount field. If you are refunding two or more customers on a purchase, keep Automatic Split Refund selected.
  5. Select the Method of payment with which to issue the refund. 
  6. Enter in any comments on this refund or cancellation in Comments field.
  7. Click Return Payment.

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Cancel Booking Without Refund

  1. In the Purchases tab, navigate into the customer purchase.
  2. Below the Payment Summary, click Cancel.
  3. Click Confirm to continue with the cancellation.
  4. If you do not want to issue a refund, click Skip on the Return Payment screen.
  5. The customer is officially cancelled. If you choose to come back later and issue a refund you may do so by selecting Refund in the Modifications Banner.

 Cancel Booking and Issue a Store Credit

For a detailed overview of Xola's Store Credits feature, please click here.

  1. In the Purchases tab, navigate into the customer purchase.
  2. Below Payment Summary, click Cancel.
  3. Click Confirm to continue with the cancellation.
  4. Enter in the full or partial amount to be credited in the Amount field. 
  5. Select blue and red store icon for Store Credit.
  6. Enter in any comments on this refund or cancellation in Comments field.
  7. Click Return Payment.

To Note

  • By selecting or deselecting the Notify box, you can choose whether you would like to send your customer an email regarding the Refund.
  • The cancellation notification will go out depending on the setting under Settings> Notifications.
  • If you select the Check or Other payment method, this will not initiate a transfer of funds. For example, if you choose the Check option you must still write the customer a check - Xola will not produce this check.


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