Letting customers cancel on their own saves you phone calls, and you decide how close to the stay they can still do it. Many kennels pick 48 hours or a few days.
- Click Business → Settings and find Customers can cancel their own booking up to this long before it starts.
- Type the cutoff you want and choose hours or days. For example 48 hours, 3 days or 14 days. Type 0 if customers should not be able to cancel online at all. The longest you can set is 90 days.
- Press Save Settings.
What the customer sees
A line on their bookings page tells them your cutoff, and a Cancel booking button appears next to upcoming bookings until then. After the cutoff the button disappears and they have to contact you.
What happens when they cancel
- The dates open up again straight away.
- You get an email, and so does the customer.
- Refunds follow your cancellation policy. If you ticked Refund card payments automatically when a customer cancels online, card payments go back on their own, minus any cancellation fee. Otherwise your email shows the amount due and you press Refund on the booking yourself.
- Cash and e-Transfer payments are always refunded by you.
More on refunds: Refund a customer.