How to refund a payment

Open the booking and go to the Quote tab. Every payment the customer has made is listed there.

Refunding a payment taken through a gateway

If a payment was taken through a connected payment gateway, Stripe or Square for example, it has a small refund icon next to it. Click it, then choose to refund the full amount or enter a partial amount instead.

This genuinely processes the refund. It goes through the gateway and the money is actually returned to the customer.

Adjusting a manual payment

A manual payment, one logged by hand against a method such as cash, cheque or bank transfer, does not have a refund icon at all. There is no gateway behind it for the system to process a refund through, so the option simply isn't there.

To correct or reduce a manual payment, delete the payment entry, then add a new one for the corrected amount. You can backdate the new entry so it logs at the correct original time rather than today's date, keeping your records accurate.

This is the only way to make a partial adjustment on a manual payment. There is no partial refund action for these, only delete and re-add.

Why it works this way

A manual payment has nothing behind it for the system to actually refund, since you took that payment yourself outside any connected processor. Deleting and re-adding corrects the record to reflect what's actually happened, rather than the system pretending to process a refund that was never really possible in the first place.

Returning the actual money to the customer, if that's what's happening, is still on you to do separately, the same way you took the payment in the first place.