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.

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. Refund are processes from your payment gateway provider and will arrive back to the original payment method of the customer. 
   
3. If the customer want 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.

Automatic cancellation or refunds

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.