Refunds

Refunds are daily for salons. Customer complains, service mistake, goodwill, or simple post-cancellation payback. Bookinda handles all of this in an orderly way.

Where to start

From sales list

1. Sales → that sale
2. "Refund" button
3. Partial (one item) or full
4. Reason
5. Confirm

At till (directly)

If customer's standing at till, payment modal has "Refund" option.

Refund types

Full

Entire sale reversed. Till balance and customer account both adjusted.

Partial

Just one item (one service) or specific amount. Other items unchanged.

Refund only payment method

E.g., partial cash refund from a cash sale. Till logs it.

Reason categories

Reasons searchable in reports:

• Customer complaint
• Service error
• Goodwill
• Cancellation policy refund
• Wrongly logged sale
• Other

Audit trail

Every refund logged:

• When (date + time)
• Who (handling staff)
• How much
• Reason given
• Original sale link

Visible on customer profile and on the sale.

Refund online vs in-person

Online (Stripe / Barion)

If customer paid online by card, refund auto-goes to their card. 5-7 business days at bank.

Cash

Customer gets cash from till. Till balance drops.

To store credit

Some salons prefer: instead of cash/card, top up customer's store-credit balance. Customer uses next booking.

Use case scenarios

Scenario 1: Customer complaint about hair color

Unhappy with color. Manager: 30% refund. Sales list → sale → Partial refund → 30% → reason "Customer complaint". Stripe goes to her card.

Scenario 2: Wrongly logged sale

Reception recorded an 8k manicure twice. Refund the duplicate. Refund → reason "Wrongly logged". Customer doesn't pay twice.

Scenario 3: Convert refund to store credit

Customer cancels, wants deposit back. Manager: "How about 10% extra in store credit?" Customer accepts. Refund to "store credit", +10% bonus.

Scenario 4: Staff error

Stylist did the cut wrong. Goodwill 100% refund + "free re-cut" promise. Reason "Goodwill, staff error", internal note for staff training.

Scenario 5: Package redemption undo

Customer's package session was wrongly used. Undo from packages section (manager/owner only). Session restores, sale corrects to 0 Ft.

Tips

• Reason is mandatory: otherwise "why?" lost in audit.
• Process refunds fast: customer experience matters. Within 24 hours ideally.
• Stripe / Barion refunds take 5-7 business days: tell customer not to be impatient.
• Store credit alternative: customer doesn't lose, you keep liquidity. Win-win if accepted.
• Track refunds in reports: if too many, review service quality or communication.