🔎 Open the rental
Go to Rentals and find the booking.↩️ Refund or Cancel
On a booking that has not gone out yet, Refund / Cancel ends it and hands the money back. On a returned rental, Refund stays available for a partial refund after the fact.📅 The dates reopen
Cancelling frees those days on the calendar straight away.
💵 If they paid cash, check or transfer
There is nothing for us to send back, so you hand the money over yourself — then record it here. Choose the amount and how you gave it back. This moves no money; it tells your Books the money went out. Skip it and money you have already refunded keeps counting as revenue and keeps getting taxed.
🧾 If it was never paid
An unpaid reservation has nothing to refund. Cancel it to free the dates — there is no money to send back and nothing lands in your Books either way.
💡 Pro Tip
Cancelling stops the automated message sequence for that customer — they will not keep getting pickup reminders for a rental that is no longer happening.
💡 Pro Tip
A deposit hold is released rather than refunded. If you took a hold and not a charge, there is nothing to send back — releasing it is enough.
💡 Pro Tip
Refunds appear on the customer's existing receipt, so they can see the adjustment without you sending anything new.