Plans change, and a customer will sometimes need to cancel. This page covers how you cancel, how you refund, and the cancellation policy your customers see at checkout.
Cancel a booking
- Open Bookings and find the booking.
- Press the × (Cancel) button on its row and confirm.
The dates are released straight away. If the booking was paid by card, it is flagged Refund needed in the Status column so you do not forget. Cancelling needs the cancel permission, which staff have by default.
Refund a booking
- In Bookings, open Refund in the booking's Status column.
- Check the amount. For a cancelled booking it starts at what your policy says (so any cancellation fee is already taken off). You can type a smaller amount for a partial refund, never more than what was paid.
- Press Refund. The customer is emailed.
Say you charge $45 a night and a dog stayed three nights, so the customer paid $135. A refund of $45 for one unused night is fine, and you can do another later up to the remaining $90.
Card payments go back to the customer's card from your own Stripe or Square account. For cash or e-Transfer, Dogly only records the refund and you return the money yourself. Staff need the refunds permission, which is off by default. See Decide what each staff member can do.
Set your policy
Open Settings → Business & payments, in the Payment Provider section.
- Customers can cancel their own booking up to this long before it starts: in hours or days. Enter 0 and customers cannot cancel online. After the cutoff the Cancel button disappears.
- Full refund if cancelled at least this long before the stay.
- Cancellation fee after that: a percentage of what the customer paid. Leave it at 0 to always refund in full.
- Refund card payments automatically when a customer cancels online: off by default. When off, you get an email with the amount due and press Refund yourself.
Your policy is shown to customers at checkout. Press Save Settings when you finish.
If it does not work
- You do not see Refund on a booking: you may lack the refunds permission, or there is nothing left to refund.
- A refund is rejected: the amount may be above what is left to refund, or the card provider declined it. The message on screen tells you which.
Related: Refund a customer (and set your cancellation policy) and Cancel a booking.