Cancellations & Refunds - Handle Booking Cancellations

Cancellations are an inevitable part of the rental business. RecSystems helps you handle them professionally with flexible refund options and clear processes.

Cancellation Options

When cancelling a booking, you have four refund choices:

Full Refund

Return 100% of what the customer paid.

Use when: - You initiated the cancellation (your error, weather, etc.) - Customer cancels within free cancellation window - Exceptional customer service situation

Partial Refund

Return a specific amount, less than the full payment.

Use when: - Customer cancels outside free cancellation period - Applying cancellation fee - Partial service was provided

Voucher

Issue credit for a future booking instead of cash refund.

Use when: - Customer prefers to reschedule - Rain check situations - Maintaining customer relationship

No Refund

Cancel without any refund.

Use when: - Customer is a no-show - Cancellation policy allows no refund - Customer requests cancellation understanding no refund

Cancelling a Booking

Step 1: Find the Booking

1. Go to Bookings → Your Bookings or Cart Orders in the navbar
2. Search for the booking
3. Open the booking details

Step 2: Click Cancel

Look for the Cancel button in the booking actions.

Step 3: Choose Refund Type

Select the appropriate option: - Full Refund — Everything back - Partial Refund — Enter specific amount - Voucher — Create credit for future use - No Refund — Cancel only

Step 4: Enter Reason

Provide a cancellation reason: - "Customer requested cancellation" - "Weather closure" - "Equipment unavailable" - "No-show"

Step 5: Confirm

Review the details: - Amount being refunded - Where refund goes - Booking will be cancelled

Click Confirm Cancellation to proceed.

Refund Processing

How Refunds Work

When you process a refund:

1. Card refunds — Sent back to original card
2. Gift card portions — Restored to gift card balance
3. Processing — Initiated immediately
4. Customer notification — Email sent confirming cancellation

Refund Timeline

Note: We initiate refunds immediately, but banks control actual posting time.

Partial Refund Calculation

When applying a partial refund:

Original Payment: $350.00
Cancellation Fee: $50.00
──────────────────────────
Refund Amount:    $300.00

Enter the amount to refund, not the amount to keep.

Vouchers as Refunds

Creating a Voucher

When you select Voucher:

1. Voucher created for refund amount
2. Code generated automatically
3. Linked to customer's email
4. Sent in cancellation email

Voucher Benefits

• Retains revenue — Money stays with your business
• Encourages rebooking — Customer will return
• Goodwill gesture — Shows flexibility
• Easy for customer — Just enter code next time

Voucher Details

• Valid for any future booking
• No expiration (unless you set one)
• Full amount usable
• Can combine with other payment

Applying Your Cancellation Policy

Communicate Policy

Make sure customers know your policy: - Display on booking site - Include in confirmation emails - Remind in pre-arrival messages

Common Policy Structures

Flexible: - Free cancellation until 24 hours before - 50% refund within 24 hours - No refund for no-shows

Moderate: - Free cancellation until 7 days before - 50% refund within 7 days - No refund within 24 hours

Strict: - 50% refund until 14 days before - No refund within 14 days

Enforcing Consistently

• Apply policy fairly to all customers
• Document exceptions
• Consider goodwill for loyal customers

What Happens After Cancellation

Inventory Released

The cancelled time slot becomes available immediately. Other customers can book it.

Records Kept

The booking remains in your records: - Marked as "Cancelled" - Shows refund details - Appears in reports - Maintains history

Customer Notified

Customer receives email with: - Confirmation of cancellation - Refund amount (if any) - Voucher code (if applicable) - Processing time estimate

Customer-Initiated Cancellations

If customers can cancel online:

1. They find their booking
2. Click cancel option
3. See applicable refund per policy
4. Confirm cancellation
5. Refund processed automatically

You can enable/disable customer self-cancellation in settings.

Weather Cancellations

For weather-related cancellations:

Your Options

1. Full refund — Safest for customer relations
2. Voucher — Good middle ground
3. Reschedule — Modify to different date

Weather Protection

If you offer weather protection through insurance, the customer may be covered separately from your refund.

No-Shows

When a customer doesn't arrive:

1. Wait reasonable time — Give grace period
2. Attempt contact — Call/text customer
3. Document — Note the no-show
4. Cancel per policy — Usually no refund

Preventing No-Shows

• Send reminder emails/texts
• Collect deposits
• Confirm 24 hours before
• Have clear no-show policy

Troubleshooting

Refund not appearing

- Check processing time (5-10 days)

- Verify correct card

- Contact support if over 10 days

Can't cancel booking

- Check booking status

- Verify user permissions

- May be already cancelled or completed

Voucher not working

- Verify code entered correctly

- Check if expired

- Ensure not already used

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Related Articles: - Booking Basics - Processing Refunds - Gift Cards Overview