Cancellations, no-shows and deposits
Updated October 2026
Short answer
If the customer cancels a booking, you keep the deposit. If they don't show up, mark it as a no-show and you keep it. If you cancel, they get it back in full.
- The customer cancels
- Sales shows Cancelled by customer: They cancelled, so you keep the deposit.
- The customer doesn't show up
- Mark it as a No-show. You keep the deposit. For a collection nobody picked up, it shows Never collected.
- You cancel
- It shows Cancelled by you, and the customer gets everything they paid back. You send it. See refunding a customer.
Cancel a booking
In Sales → Appointments, find the booking and tap Cancel.
Can't fulfil an order?
In Sales, tap Refund on the order, then Confirm refund. The order is cancelled, its stock goes back on sale, and the refund starts.
Only cancel when you really can't do it. Cancelling often hurts your reviews and your customers' trust.
Still stuck?
Tell us what you tapped and what you saw. A real person replies, usually the same day.