If you offer online payment, customers can pay for your appointments online. If an appointment is cancelled in time, the deposit must be refunded. You can decide yourself whether this should happen automatically or not.

Option 1: Manual Refund

You can specify that the deposit will not be refunded automatically. In case of a refund, proceed as described here. In the online payment settings, the Appointment Cancellation option is set to "no action".

• Disadvantage: If customers cancel unnoticed within the deadline, they will not receive the refund automatically and must contact you.
• Advantage: You have an overview of the refunds

The payment can be refunded directly via the appointment.

If the appointment has already been removed, it can be refunded via the payment module under Settings > Online Payment:

Option 2: Automatic Refund

To automatically refund payments when the customer cancels the online appointment, the Appointment Cancellation option must be set to "Payment Reversal":

If this option is selected, you must specify under "Cancellation Deadlines" until when an appointment can be cancelled in time:

Alternative: Replacement Voucher (in the future)

We are planning to enable the issuance of a voucher as an alternative to refunds. However, as of 11/2025, this function is not yet available.

Important Prerequisite

To ensure that the deposits paid can be refunded to customers, you must set a sufficiently high minimum balance in your PayPal or Stripe payment account that always remains in the account.

• Help article on Minimum balance at Stripe
• At PayPal, the minimum balance is set up as part of setting up an automatic transfer. Help article on Automatic transfer at PayPal

In den Onlinebezahlungseinstellungen kann festgelegt werden, dass Onlinezahlungen automatisch in der Kasse verbucht werden sollen. Wir erklären hier, was die Vor- und Nachteile dieser Verbuchung sind und was die Alternative ist.

If you offer online payment, it can happen that customers have already paid part of the invoice amount online and want to settle the rest on-site with a different payment method.

Prepaid appointments in the calendar

If a customer has already paid for the appointment, you can see this from the icon on the appointment. This displays the payment method that the customer selected online.

Process split payment

1. After you have added all invoice items, click on "Payment" in the checkout process
2. First click on the payment method that the customer has already settled online, for example "Card" or "PayPal".
3. Then select the amount paid on the number pad.
4. Click on the payment method that the customer chooses on-site, for example "Cash".
5. Select the green button to complete.

Please click on the video to start it: