You can give a customer a full or partial refund through Book That In. It can take up to 5-10 days for the refund to show on their bank account.


There are two ways of doing this:


a) Using the 'Charge/Refund' feature

b) Through the 'Cancellation' process 


Note - For if you use Price Bands with multiple attendees: the Stripe payment can only be linked to one attendee in the booking. So you will need to process the refund for all attendees against one of the rows on the Attendance Register (typically the top one). If you get an error when processing the refund, try on another attendee in the booking.


a) Using the 'Charge/Refund' feature

This is the simplest way to refund a customer and is great if you don't want to change their booking, but do need to process a refund.

  1. Go to Business —> Group Overview
  2. Click on the ‘View Attendance’ icon for the class or event in question - it looks like this:
  3. Find the contact you need to refund from the list and click the ‘triangle’ icon next to their name - select 'Charge/Refund' from the drop down.
  4. On the pop up, select 'Refund' from the dropdown and enter the amount you would like to refund. If you leave it blank or set to 0, then nothing will be refunded. If you try to refund more than the customer has paid, then the action will fail.
  5. Click ‘Process'. If the refund was successful, you will see an alert to tell you so.
  6. The system will NOT send an email to your customer, so you will need to do this to confirm the refund.



b) Cancelling and Refunding

If a customer is cancelling their booking and you would like to give them a full or partial refund, this is how you do it:

  1. Go to Business —> Group Overview
  2. Click on the ‘View Attendance’ icon for the class or event in question - it looks like this:
  3. Find the contact you need to cancel and refund from the list and click the ‘triangle’ icon next to their name - select 'Cancel' from the drop down.
  4. On the pop up, enter the amount you would like to refund. If you leave it blank or set to 0, then nothing will be refunded.
  5. Select 'Yes' for sending emails if you would like the system to send an automatic notification confirming the cancellation and refund.
  6. Click ‘Cancel'


Note: If you would like the system to send an automated email, select ‘Yes’ for the 'Send emails?' option. This will send the ‘Attendee Transfer Email’. You can check and edit this email from the Business —> Overview —> Email section.