Cancel a customer booking

Cancelling a booking is permanent and cannot be undone. To cancel a customer booking:

1. Go to Bookings > All Bookings in your dashboard and select the Booking Reference of the booking you want to cancel.
2. Click Actions and select Cancel Booking.
3. Review the details of the booking and click Cancel to confirm.
4. The booking is now marked as “Cancelled” and you have the option to refund the customer.

If a booking is cancelled by mistake, it is not possible to reinstate the booking. Instead, we would recommend one of the following solutions:

1. Create a private Recommendation link for the customer to create a new booking. A voucher code can be provided to the customer, along with the Recommendation link, to cover the amount the customer paid towards their original booking.

2. Manually create a new booking for the customer. Once the booking is created, a discount can be applied for the amount the customer paid towards their original booking. We would recommend adding a note in each of the booking timelines to document the cancellation for your future reference.

Automatic cancellation from failed payment plans

Bookings can be cancelled automatically when a customer fails their payment plan (after 3 failed automatic instalment attempts), if you have selected the Cancel booking automatically payment failure policy.

In this case:

• Easol retries the customer’s card up to three times.
• If all attempts fail, the booking is cancelled automatically.
• The cancellation is recorded in the booking timeline.

If your payment failure policy is set to Cancel plan, balance due and a customer fails their plan, their booking will remain active and only the payment plan will be cancelled.