How to Process a Refund Nabooki

Process a refund

Process a refund

If a cancellation occurs and automatic refunds are not configured in your payment settings, you can issue a full or partial refund manually from the payment record.

Before You Start:
  1. The refund time-frame for money to arrive back to the customer will depend on your payment gateway provider, please check this before advising the customer.
  2. Refunds are processed from your payment gateway provider and will arrive back to the original payment method of the customer. 
  3. If the customer wants to refund to a different card or bank account, you'll need to process this directly from your business bank account or payment gateway system. Nabooki cannot change the card details for the refund.

Step-by-step instructions

  1. In the left navigation menu, go to Sales > Payments.
  2. Find the customer's payment record. You can scroll through the list or use the search box at the top to find the customer by name.
  3. Click the ••• button on the right side of the payment record.
  4. Select Process Refund.
  5. In the window that appears, review the refund amount. The full amount paid is shown by default — adjust this if you are issuing a partial refund.
  6. Click Process Refund to submit.





View and filter refunds

After a refund is processed, you can see its details on the payment record and find it later using the Payments list filters.

See refund details on a payment

  1. In the left navigation menu, go to Sales > Payments.
  2. Click the payment record to open the payment drawer.
  3. Under Payment details, the Refunded field shows the total amount refunded. Each individual refund is listed below it with its date, time and amount.

This is helpful when a payment has been partially refunded more than once, so you can see exactly when each refund was issued.

Filter payments by refund date

  1. In the left navigation menu, go to Sales > Payments.
  2. Click Filter at the top of the payments list.
  3. Under Refund Date, select a From and To date.

The list shows payments with refunds processed in that date range, even if the original payment was taken earlier. To remove the filter, click Clear next to Refund Date, or click Clear filters above the list.


Automatic cancellation or refunds

You can find the cancellation and refund settings under the payment settings of each service.

To access this, go to Inventory > Services, then select the service and open the Booking Preferences tab. From there, you’ll see the cancellation refund options, which can be set to either Restricted or Unrestricted.
  1. Restricted – Customers can only change the date or time of their booking. They cannot change the service or options. No refund is issued on cancellation, but they can reschedule at no extra charge.
  2. Unrestricted – Customers can change or cancel any part of their booking. Refunds are automatically issued for cancellations within the allowed timeframe. For any changes, customers are charged the updated price and refunded the difference.


Troubleshooting & FAQs

Can a refund be canceled after it's been issued?

No, once a refund has been processed, it cannot be canceled or reversed. Ensure you confirm the refund amount and details before processing.


Are there any fees for processing a refund?
Refund policies and associated fees depend on your payment gateway provider. It's advisable to review your provider's terms regarding refunds.
Can I issue a refund for a partial payment or deposit?
Yes, you can issue refunds for partial payments or deposits by entering the specific amount to refund in the Action field during the refund process.
 

Need Help?

If you need assistance, contact our support team:
💬 Live Chat: Click the chat icon in the bottom-right corner of the screen.
📧 Email: support@nabooki.com