How do refunds and chargebacks work?
Deposit refunds are your call, issued from Stripe. Chargebacks go through Stripe's dispute flow.
Two different things, easy to mix up.
Refunds (your call)
Refund from Booked, not from Stripe. The booking knows what was taken, what has already been refunded and what is still refundable, and refunding through it keeps the booking's record straight.
- Open Dashboard → Calendar and click the booking.
- Click REFUND.
- Refund the whole deposit or part of it.
The money goes back to the original card, usually within 5–10 business days depending on the customer's bank. Booked's processing fee on the refunded amount comes back to you in proportion — a full refund returns all of it, a half refund half.
Refunding is owner and manager only. It moves money, so a staff-level account cannot do it, and cancelling a booking that holds a captured deposit is restricted for the same reason.
Cancelling and refunding are one step
Cancelling a booking with a deposit settles the deposit at the same time: refunded if the cancellation is before your refund window, kept if it is inside. You do not have to remember to do both, and you should not refund separately afterwards.
Chargebacks (bank's call)
A chargeback is when the customer disputes the charge with their card issuer instead of asking you. Stripe emails you when one is filed and you have 7 days to respond with evidence. The disputed amount and a $15 network dispute fee come out of your balance while it runs, and both come back if you win.
| You should | You should not |
|---|---|
| Attach the booking confirmation email | Ignore the email |
| Attach any messages showing the appointment happened | Refund separately — that is a double loss |
| Attach your in-shop policy note if you have one | Argue with the customer while the dispute is open |
Preventing both
- Take deposits from repeat problem clients.
- Send reminders the day before.
- Mark bookings completed or no-show the same day, so your evidence trail exists before you need it.