Wix Bookings: Canceling and Refunding Sessions
You can cancel and remove sessions from your calendar when necessary. You can also choose to issue a refund or notify clients about the cancellation. This helps keep clients informed and manage your schedule effectively.
Cancellation emails and SMS notifications allow you to maintain clear communication between you and your clients. For instance, if a client cancels a personal training session last minute, you can quickly update your calendar, issue a refund, and send a cancellation notice.
Canceling an appointment
When canceling an appointment, you can choose to refund it, charge a cancellation fee, and send a cancellation email. If you cancel an appointment from the desktop booking calendar, you can also send an SMS notification. Once you refund an appointment, it cannot be undone.
Dashboard
If 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 canceling:
Free or unpaid session
(Optional) Select the Apply cancellation fee checkbox to charge a cancellation fee.
(Optional) Select the Notify client via messages checkbox to send your client an SMS or WhatsApp notification.
(Optional) Select the Waive charge for this session checkbox to cancel the booking. This action cannot be undone.
Note: If you do not select this option, the order stays as is and you can edit and charge it manually.
(Optional) Select the Notify client via email checkbox and add a message.
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.
Individually paid sessions (without cancellation fees)
(Optional) Select the Notify client via messages checkbox to send an SMS or WhatsApp notification.
(Optional) Select the Notify client via 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 Notify client via messages checkbox to send an SMS or WhatsApp notification.
(Optional) Select the Notify client via email checkbox and add a message for your client.
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 Notify client via messages checkbox to send an SMS or WhatsApp notification.
(Optional) Select the Notify client via 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 Notify client via messages checkbox to send an SMS or WhatsApp notification.
(Optional) Select the Notify client via 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.
Click Issue Session Credit to confirm.
Wix app
Go to your site in the Wix app.
Tap Manage
at the bottom.
Tap Booking Calendar.
Tap Calendar.
Tap the More Actions icon
next to the relevant appointment.
Tap Cancel Session.
Follow the steps below depending on the type of session you are cancelling:
Free or unpaid appointments
(Optional) Tap the Apply cancellation fee checkbox to charge a cancellation fee.
(Optional) Tap the Notify client with an email checkbox to send the customer a cancellation email.
(Optional) Select the Waive charge for this session checkbox to cancel the booking. This action cannot be undone.
Note: If you do not select this option, the order stays as is and you can edit and charge it manually.
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 cancellation 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.
Wix Studio app
Go to your site in the Wix Studio app.
Tap Manage.
Tap Booking Calendar.
Tap Calendar.
Tap the More Actions icon
next to the relevant appointment.
Tap Cancel Session.
Follow the steps below depending on the type of session you are cancelling:
Free or unpaid appointments
(Optional) Tap the Apply cancellation fee checkbox to charge a cancellation fee.
(Optional) Tap the Notify client with an email checkbox to send the customer a cancellation email.
(Optional) Select the Waive charge for this session checkbox to cancel the booking. This action cannot be undone.
Note: If you do not select this option, the order stays as is and you can edit and charge it manually.
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 cancellation 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 session
If 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 cancellation.
Dashboard
Go to Booking Calendar in your site's dashboard.
Click the class or course session you want to cancel.
Select Cancel Session.
(Optional) Select Notify clients via messages to send an SMS or WhatsApp notification.
(Optional) Notify clients via email and add a message.
Note: If clients did not provide a phone number or opted out of communications, you'll see a notification that some participants can't be notified.
Click Yes, Cancel Session.
Wix app
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 cancellation 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 cancellation email.
Tap No to cancel without notifying customers.
Wix Studio app
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 cancellation 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 cancellation email.
Tap No to cancel without notifying customers.
Canceling recurring class sessions on specific days
Cancel 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.
Dashboard
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) Notify clients via email and add a message.
Click Yes, Cancel All Session.
Wix app
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 cancellation email.
Tap No to cancel without notifying customers.
Wix Studio app
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 cancellation email.
Tap No to cancel without notifying customers.
FAQs
Click 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 cancellation email?
Yes, you can customize the text of the cancellation email in the Booking Settings tab in your site's dashboard. You can also add a personalized message to the email.
Can I customize the text of cancellation SMS notifications?
No, you cannot customize the text of cancellation SMS notifications.
Can I refund sessions from my Orders dashboard?
Yes, you can refund booking sessions from your Orders dashboard.
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) Click the Send a confirmation email to the customer and a note to the cancellation 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.
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