When a paid booking is cancelled, the app can ask Shopify to refund the customer. Shopify sends the money back to the card or method they paid with. This needs the Pro Plus plan or higher.
Refund every cancelled booking
- Click Settings in the app menu.
- Under Connected apps, click Shopify automations.
- Under When a booking is cancelled, check Automatically refund the Shopify Order.
- Click Save.
This refunds every cancellation: yours, your team's, customers' own cancellations, and cancellations made by mistake. Check it matches your cancellation policy first.
Refund one booking at a time
Leave the setting off. When you cancel a booking, check Refund the customer (if applicable). If you leave it unchecked, the booking is cancelled but the customer is not refunded. You can still refund them in Shopify later.
How much is refunded
The app uses the same amount Shopify's own refund window shows, so your numbers always match Shopify. It includes:
- the tax the customer paid
- any discount they got
- every payment method they used, such as part gift card and part card
- the currency they paid in
- every ticket on the booking, for ticket types
If the customer only paid a deposit, the refund is no more than the deposit, plus its tax.
After the refund
- The refund shows on the Shopify order.
- A note on the order records the cancellation.
- The booking's Timeline shows Order refunded.
If a refund fails
Sometimes Shopify cannot refund, for example because the order is too old, or it was already refunded by hand. The booking is still cancelled, but the money did not move.
The booking's Timeline then shows Refund failed with the note Refund this order in Shopify. Open the order in Shopify and refund it there. The customer is still owed the money.
This page is about refunding your customers. For refunds on your own app plan, see Get a refund on your app plan.