Credit when a client cancels
When a client cancels in time themselves, they choose what happens to the deposit: Keep it as credit for my next appointment, or Ask the salon for a refund. At the next booking the credit comes off the deposit automatically, as a whole; if it's more than the deposit, the rest counts as already paid at checkout. Credit isn't new revenue: the finance summary and the day close don't count it twice, because the deposit already counted on the day it came in.
Where to find it
How it works
- Turn it on: Settings → Online booking, below the deposit: Carry the deposit over when cancelling.
- Choose Cancelling in time (at least so many hours in advance) and how long the credit is valid.
- All credits are under Deposits (via Outstanding), at Credit from cancelled appointments, with the filters Open, Refund requested and All.
- For each credit: Refunded (once you've paid it back, via Invoices or yourself), Withdraw or Keep as credit.
- Below that, at Cancelled with a deposit, are appointments that were cancelled with a deposit but without credit, for example because you cancelled or the client called; Keep as credit makes one yourself.
- On the client record the credit is shown in the wallet.
If something doesn't work
My client got no choice for the deposit when cancelling.
The choice only appears when Carry the deposit over when cancelling is on, a deposit was actually paid and the client cancels at least as many hours in advance as you chose. When cancelling later, the client sees it can't be kept as credit and you decide. You can always keep it as credit yourself under Deposits, at Cancelled with a deposit.
The credit didn't come off the deposit at the new booking.
The credit only applies when the client books with the same client profile (usually the same email address), it's still valid and the new services together cost at least as much as the credit. For a salon that books on request, or a room booking, it stays put.
Related guides
- No-show protection (card on file)When booking online, clients save their card and tick your rules. Nothing is charged. If someone doesn't show up or cancels too late, you charge the fee with one button: a percentage of the price or a fixed amount. Nothing is ever charged automatically. Only works if your clients pay online through Stripe.
- Deposits spread over a seriesWhen a client books several appointments at once (a series, or booked ahead), they only pay the deposit for the first appointment when booking, plus that of any appointment coming up soon. For the other appointments they get an email before the deadline with what, when and how much, and a big pay button (on Aruba, Curaçao and Bonaire: Pay ... with Sentoo; elsewhere the payment provider of that country). If the client has the salon's app on their home screen with notifications on, they also get a notification; a tap opens the payment page. A reminder follows one day before the deadline. If it's still unpaid after the deadline, the salon gets a notification and decides, or the appointment is cancelled automatically, as the salon chose (see Pay later or by bank transfer). Works in every country where online payment is possible.
- Pay later or by bank transferPer service you choose when the client pays the deposit: Right away when booking, or Later, before the deadline. With Later the client books first and then gets a payment request by email with what, when, how much and by when. You can also let clients pay by bank transfer to your own account. The client then chooses: Pay online (Stripe, Sentoo, Mopé or the payment provider of your country) or Bank transfer. With Bank transfer they see a window with your account, the amount and the deadline, and tick that they will transfer in time. After booking the reference is shown on screen and they get everything by email. A transfer is never marked as paid automatically: the appointment stays Pending until you mark the money as received. You also choose what happens if nothing has arrived after the deadline: you decide yourself, or the appointment is cancelled automatically.
- Online bookingConfirmed right away or approved first, deposits and no-show protection
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Last checked 30 October 2026