When can I issue a refund?
When a customer has paid for an appointment, for example because they cancel or because you want to make it up to them. A refund is always something you do yourself. Stippa never refunds on its own, not even when a customer cancels in time.
Refunding an online payment
- Open the appointment that was paid for.
- Choose More options, or the button at the top right of the appointment page.
- Choose Issue refund. You only see this option when there is a payment that can still be refunded.
There is no extra confirmation: the full amount goes back straight away through Stripe or Mollie, whichever provider the customer paid with. As soon as the provider has processed the refund, the payment on the appointment shows Refunded.
Refunding a payment made at the till
If the customer paid at the till, you refund through the receipt. Choose Refund from the receipt under More options. That takes you to the appointment's Receipt tab. This way your till keeps balancing.
How long does a refund take?
That depends on the payment method and the customer's bank. For a card payment it can take a few working days before the amount shows up. Stripe and Mollie have more information on this themselves.
Can I refund part of the amount?
Not from Stippa: Issue refund always refunds the full amount. If you want to refund part of it, do that in the Stripe or Mollie dashboard.
Who can issue refunds?
Owners and admins only. Employees can't refund money.