Wix Bookings: Canceling and Refunding Sessions
Cancel and remove sessions from your calendar as needed. You can also decide if you want to refund the session or notify clients about the cancelation. Cancellation emails help maintain clear communication with your clients.In this article, learn more about:
Canceling appointments Canceling individual class or course sessions Canceling recurring class sessions on specific days Frequently asked questions (FAQs)Canceling an appointmentCancel a customer's appointment through your site's dashboard, the Wix app, or the Studio app.You can choose to refund the appointment, charge a cancellation fee, and send your customers a cancellation email. Once you refund an appointment, it cannot be undone.DashboardWix appWix Studio appIf you’re charging a cancellation fee and issuing a refund, charge the cancellation fee first. Then, go to the Orders dashboard to process the refund for the paid session. Learn more about refunding orders.
Go to Booking Calendar in your site's dashboard. Click the appointment you want to cancel. Click the More Actions icon   and select Cancel.  Follow the steps below depending on the type of session you are cancelling:Free or unpaid session
(Optional) Select the Apply cancellation fee checkbox to charge a cancellation fee. (Optional) Select the Send cancelation email checkbox and add a message for your customer. Click Cancel Session. (Optional) Edit the cancellation fee.  
Note: You cannot charge more than the fee stated in the policy. Click Confirm Fee & Continue. Click Collect Payment and choose how you want to charge your client: Charge with pay link, Charge card manually, Charge with invoice, Mark as paid.Individually paid sessions (without cancellation fees)
(Optional) Select the Send cancelation email checkbox and add a message for your customer. (Optional) Select the Mark as refunded checkbox to refund your customer. Click Cancel Session. Click Mark as Refunded to confirm the refund.Individually paid sessions (with cancellation fees)
(Optional) Select the Apply cancellation fee checkbox to charge a cancellation fee. (Optional) Select the Send cancelation email checkbox and add a message for your customer. Click Cancel Session.
 (Optional) Edit the cancellation fee.  
Note: You cannot charge more than the fee stated in the policy Click Confirm Fee & Continue. Click View Order.  Click Actions in the Payment info section. Click Issue refund.  Enter the refund details:
    
Refund amount: Enter the amount to refund your client. Reason for Refund (optional): Select a reason for this refund.
Note: Your answer appears only in the order's activity section. Send a confirmation email to customer: Send your customer an email confirming the refund and amount.  Add a personal note in the email (optional) : Add a personal note to your customer.    Click Continue. Click Mark as Refunded.
Note: This cannot be undone. Sessions paid using a plan (without cancellation fee)
(Optional) Select the Send cancelation email checkbox and add a message for your client. (Optional) Select the Credit session back to client's plan checkbox to credit back the session.
 Click Cancel Session. Click Issue Session Credit.Sessions paid using a plan (with cancellation fee)
(Optional)Select the Apply cancellation fee checkbox to charge a cancellation fee. (Optional) Select the Send cancelation email checkbox and add a message for your client. (Optional) Select the Credit session back to client's plan checkbox to credit back the session.
 Click Cancel Session. (Optional) Edit the cancellation fee.
Note: You cannot charge more than the fee stated in the policy. Click Confirm Fee & Continue. Click Collect Payment and choose how you want to charge your client: Charge with pay link, Charge card manually, Charge with invoice, Mark as paid. Click Issue Session Credit to confirm.
Go to your site in the Wix app. Tap Manage  at the bottom. Tap Booking Calendar. Tap the More Actions icon   next to the relevant appointment. Tap Cancel. Follow the steps below depending on the type of session you are cancelling:Free or unpaid appointments
(Optional) Tap the Apply cancelation fee checkbox to charge a cancelation fee. (Optional) Tap the Notify client with an email checkbox to send the customer a cancelation email. Tap Cancel Session to confirm. (Optional) Edit the cancellation fee.  
Note: You cannot charge more than the fee stated in the policy. Tap Confirm Fee & Continue. Tap Collect Payment at the bottom of the screen and choose how you want to charge your client: Manual card entry, Charge with card reader, Charge with pay link, Mark as Paid.Individually paid sessions (without cancellation fee)
(Optional) Tap the Mark as refunded checkbox to refund the customer. (Optional) Tap the Notify client with an email checkbox and add a message for your customer.
 Tap Cancel Session at the bottom of the screen. Choose what you want to do:
    
Mark as Refunded: Tap Mark as Refunded to issue a refund. Continue Without Refund: Tap Continue Without Refund to close this message without refunding.  Individually paid sessions (with cancellation fee)
(Optional) Tap the Apply cancellation fee checkbox to charge a cancellation fee. (Optional) Tap the Notify client with an email checkbox and add a message for your customer. Tap Cancel Session at the bottom of the screen. (Optional) Tap the Total fee to edit the cancellation fee.  
Note: You cannot charge more than the fee stated in the policy. Tap Confirm Fee & Continue. Tap the More Actions icon   at the top of the screen. Tap Issue refund.  (Optional) Tap Edit Amount to offer partial refunds.
    
Enter the relevant amount you want to refund. Tap Apply.   Tap Next. (Optional) Select the reason you provided a refund from the Refund Reason drop-down. (Optional) Notify your customer:
    
Enable the Send a confirmation email toggle.  Enter a note to your customer. The note appears in the confirmation email.   Tap Next. Tap Issue Refund to confirm.
Note: You cannot undo this action. Sessions paid using a plan (without a cancellation fee)
(Optional) Select the Credit session back to client's plan checkbox to credit the customer. (Optional) Tap the Notify client with an email checkbox to send the customer a cancellation email.
 Tap Cancel Session at the bottom of the screen. Choose what you want to do:
    
Issue Session Credit: Tap Issue Session Credit to issue a credit. Continue Without Crediting: Tap Continue Without Crediting to close this message without issuing a credit.  Sessions paid using a plan (with cancellation fee)
(Optional)Select the Apply cancellation fee checkbox to charge a cancellation fee. (Optional) Select the Send cancelation email checkbox and add a message for your client. (Optional) Select the Credit session back to client's plan checkbox to credit back the session.
 Click Cancel Session. (Optional) Edit the cancellation fee.
Note: You cannot charge more than the fee stated in the policy. Click Confirm Fee & Continue. Tap Collect Payment at the bottom of the screen and choose how you want to charge your client: Manual card entry, Charge with card reader, Charge with pay link, Mark as Paid. Click Issue Session Credit to confirm.
Go to your site in the Wix Studio app. Tap Manage. Tap Booking Calendar. Tap the More Actions icon   next to the relevant appointment. Tap Cancel. Follow the steps below depending on the type of session you are cancelling:Free or unpaid appointments
(Optional) Tap the Apply cancelation fee checkbox to charge a cancelation fee. (Optional) Tap the Notify client with an email checkbox to send the customer a cancelation email. Tap Cancel Session to confirm. (Optional) Edit the cancellation fee.  
Note: You cannot charge more than the fee stated in the policy. Tap Confirm Fee & Continue. Tap Collect Payment at the bottom of the screen and choose how you want to charge your client: Manual card entry, Charge with card reader, Charge with pay link, Mark as Paid.Individually paid sessions (without cancellation fee)
(Optional) Tap the Mark as refunded checkbox to refund the customer. (Optional) Tap the Notify client with an email checkbox and add a message for your customer.
 Tap Cancel Session at the bottom of the screen. Choose what you want to do:
    
Mark as Refunded: Tap Mark as Refunded to issue a refund. Continue Without Refund: Tap Continue Without Refund to close this message without refunding.  Individually paid sessions (with cancellation fee)
(Optional) Tap the Apply cancellation fee checkbox to charge a cancellation fee. (Optional) Tap the Notify client with an email checkbox and add a message for your customer. Tap Cancel Session at the bottom of the screen. (Optional) Tap the Total fee to edit the cancellation fee.  
Note: You cannot charge more than the fee stated in the policy. Tap Confirm Fee & Continue. Tap the More Actions icon   at the top of the screen. Tap Issue refund.  (Optional) Tap Edit Amount to offer partial refunds.
    
Enter the relevant amount you want to refund. Tap Apply.   Tap Next. (Optional) Select the reason you provided a refund from the Refund Reason drop-down. (Optional) Notify your customer:
    
Enable the Send a confirmation email toggle.  Enter a note to your customer. The note appears in the confirmation email.   Tap Next. Tap Issue Refund to confirm.
Note: You cannot undo this action. Sessions paid using a plan (without a cancellation fee)
(Optional) Select the Credit session back to client's plan checkbox to credit the customer. (Optional) Tap the Notify client with an email checkbox to send the customer a cancellation email.
 Tap Cancel Session at the bottom of the screen. Choose what you want to do:
    
Issue Session Credit: Tap Issue Session Credit to issue a credit. Continue Without Crediting: Tap Continue Without Crediting to close this message without issuing a credit.  Sessions paid using a plan (with cancellation fee)
(Optional)Select the Apply cancellation fee checkbox to charge a cancellation fee. (Optional) Select the Send cancelation email checkbox and add a message for your client. (Optional) Select the Credit session back to client's plan checkbox to credit back the session.
 Click Cancel Session. (Optional) Edit the cancellation fee.
Note: You cannot charge more than the fee stated in the policy. Click Confirm Fee & Continue. Tap Collect Payment at the bottom of the screen and choose how you want to charge your client: Manual card entry, Charge with card reader, Charge with pay link, Mark as Paid. Click Issue Session Credit to confirm.Canceling a single class or course sessionIf a session cannot take place, you can cancel it and remove it from your calendar. You can also choose to send an email to participants informing them about the cancelation. DashboardWix appWix Studio app
Go to Booking Calendar in your site's dashboard. Click the class or course session you want to cancel. Select Cancel Session. (Optional) Select Update participants about changes with an email and add a message. Click Yes, Cancel Session.
Go to your site in the Wix app. Tap Manage  at the bottom. Tap Booking Calendar. Tap the relevant session.Cancel a single class
Tap Cancel Session. Tap Cancel to confirm. Choose what you want to do:
    
Tap Yes to send customers a cancelation email. Tap No to cancel without notifying customers.  Cancel a course session
Tap the More Actions icon    on the top right of the screen.  Tap Cancel course. Tap Cancel to confirm. Choose what you want to do:
    
Tap Yes to send customers a cancelation email. Tap No to cancel without notifying customers.  
Go to your site in the Wix Studio app. Tap Manage. Tap Booking Calendar. Tap the relevant session.Cancel a single class
Tap Cancel session. Tap Cancel to confirm. Choose what you want to do:
    
Tap Yes to send customers a cancelation email. Tap No to cancel without notifying customers.  Cancel a course session
Tap the More Actions icon    on the top right of the screen.  Tap Cancel course. Tap Cancel to confirm. Choose what you want to do:
    
Tap Yes to send customers a cancelation email. Tap No to cancel without notifying customers.  Canceling recurring class sessions on specific daysCancel all recurring class sessions scheduled on a specific day and time. For example, if you offer a yoga class every Wednesday and Thursday at 07:00 PM you can cancel just the Wednesday classes. DashboardWix appWix Studio app
Go to Booking Calendar in your site's dashboard. Click the class or course session you want to cancel. Select Cancel Session. Select All future [day and time of session] sessions.
(Optional) Select Update participants about changes with an email and add a message. Click Yes, Cancel All Session.
Go to your site in the Wix app. Tap Manage  at the bottom. Tap Booking Calendar. Tap the relevant session. Tap Cancel session. Tap Cancel all future [day and time of session] sessions.
Tap Cancel to confirm. Choose what you want to do:
    
Tap Yes to send customers a cancelation email. Tap No to cancel without notifying customers.  
Go to your site in the Wix Studio app. Tap Manage. Tap Booking Calendar. Tap the relevant session. Tap Cancel session. Tap Cancel all future [day and time of session] sessions.
Tap Cancel to confirm. Choose what you want to do:
    
Tap Yes to send customers a cancelation email. Tap No to cancel without notifying customers.  FAQsClick below to learn more about canceling a session.Can I refund a class or course?For classes and courses, refunds are not issued automatically. You can refund classes and courses through the Orders tab, Participant List or the payment provider.Learn more about refunding classes.Can I customize the text of a cancelation email?Yes, you can customize the text of the cancelation email in the Booking Settings tab in your site's dashboard. You can also add a personalized message to the email.
How do I refund clients who book with a plan?Clients who booked with a plan will receive an automatic session credit when you cancel. Can I refund sessions from my Orders page?Yes, you can refund booking sessions from your Orders page. From desktop:
Go to Orders in your site's dashboard. Select the relevant order. Click Actions in the Payment info section. Click Refund. Click to select the checkbox(es) next to the relevant service(s) you want to refund. Select a reason from the Reason for refund drop-down.
Note: This is for internal use only and customers won't see this. (Optional) Check the Send a confirmation email to the customer checkbox and add a note to the cancelation email.  (Optional) Edit the refund amount in the Summary section to offer a partial refund. Click Refund. From the Wix app:
Go to your site in the Wix app. Tap Manage  at the bottom. Tap Sales and select Orders.  Tap the relevant order. Tap the More Actions icon  at the top right. Tap Issue Refund. Tap to select the checkbox(es) next to the relevant service(s) you want to refund. (Optional) Tap Edit Amount to offer partial refunds:
    
Enter the relevant amount you want to refund. Tap Apply.   Tap Next. (Optional) Select the reason you provided a refund from the Refund Reason drop-down. (Optional) Notify your customer:
    
Enable the Send a confirmation email.  Enter a note to your customer. The note appears in the confirmation email.   Tap Next. Tap Issue Refund to confirm.
Note: You cannot undo this action.