Refund a Completed Client Payment
If a client was accidentally charged, overcharged, or you otherwise need to return a completed payment, you can issue a refund directly from the appointment's Transaction Details.
Before getting started, make sure the payment was actually completed. A preauthorization is not a completed charge and doesn't need to be refunded.
Issue a Refund
How to Refund a Payment
Open the appointment's Transaction Details.
Scroll below the transaction information.
Tap the Refund button.
Review the information and confirm the refund when prompted.
Once submitted, the refund will begin processing back to the client's original payment method.
When Will the Client Receive Their Refund?
Refunds typically take 7–10 business days to process.
The exact timing can vary depending on the client's bank or financial institution.
💡 Tip: If the refund has been processed but the client doesn't see the funds after 7–10 business days, they should contact their bank for more information about when the credit will appear.
If You Don't See the Refund Button
If the Refund button isn't available, check whether the client was actually charged.
They may have a preauthorization rather than a completed payment.
Preauthorizations Don't Need to Be Refunded
When a client books an eligible Mobile Pay appointment, a temporary authorization may be placed on their payment method.
A preauthorization can look like a charge because the amount may appear as
pending on the client's account, but the payment hasn't actually been completed.
Preauthorizations are automatically voided after a period of time or when certain appointment actions occur, including when the appointment is:
Declined
Cancelled
Completed as In-Shop (cash)
Once the authorization is voided, the client's bank is responsible for releasing the hold.
⚠️ Important: Don't issue or promise a refund for a preauthorization. There isn't a completed payment to return.
Refund vs. Preauthorization
| Refund | Preauthorization Release |
Was the client charged? | Yes | No, funds were temporarily held |
Do you need to take action? | Yes, issue the refund | Generally no |
Where does the money go? | Back to the client's original payment method | The bank releases the temporary hold |
Who controls final processing time? | Client's financial institution after processing | Client's financial institution |
💡 Tip: If you're unsure which one you're looking at, review the Transaction Details before taking any action.
Good to Know
Refunds are issued for completed payments, not temporary preauthorizations.
Refund timing can vary depending on the client's financial institution.
A pending amount on the client's bank account doesn't necessarily mean they've been charged.
If a preauthorization has been voided but is still visible, the client can contact their bank for information about when the hold will be released.
Best Practices
Confirm the transaction was completed before issuing a refund.
Double-check the payment and appointment details before submitting the refund.
Let the client know that their bank may take 7–10 business days to reflect a processed refund.
Don't process another payment or refund solely because a client sees a pending authorization. Verify the transaction status first.
Still Need Help?
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