Cancellations, refunds, and receipts

Cancellations and refunds

• A cancellation policy sets how much a customer gets back, based on how many hours before the class they cancel. For each step you choose a refund, a partial refund (a percentage) or credit instead of money. You also set what happens on a no-show, and whether customers can cancel online themselves. They can cancel always, only while a refund or credit is still on offer, or never (then they contact you). FullClass writes the wording customers read from those rules, unless you type your own.
• Customers can cancel in their customer portal (their own booking page) only when your policy and the timing allow it.
• When your policy lets customers take studio credit instead of a refund, the portal's cancel step offers both: the refund, or credit for the whole amount they paid, sent to them as a gift card.
• When you cancel in the admin, FullClass records the refund your policy gives, the refund itself, your notes and the reason.
• A canceled booking's Payment card always says what happened to the money. A refund shows as a green Refunded line, with where the money went back to. If you canceled without a refund, the card shows Refunded $0.00 and says no refund was given. So money you kept is never mistaken for a refund that went missing.
• A Partial refund amount must be a plain number. Use a dot or a comma for the decimal, like 10.50 or 10,50. If the box holds a currency sign, extra words or a thousands separator, nothing is canceled and no money moves. The page comes back with the cancel window open and the reason shown, so you can type the figure again. The same happens for an amount larger than the booking (or, when you cancel a whole event, larger than any booking on it). FullClass never quietly rounds it to zero or raises it to the full amount. A cancellation is permanent and emails every customer, so it does not go ahead on a figure it could not read.
• Store credit cancels the booking without sending money back. Instead it emails the customer a gift card for what they paid. This is the same credit your cancellation policy gives a customer who cancels during a credit period. When your policy gives credit, the cancel window opens with this choice picked. It appears only once the booking is paid, because there is nothing to credit before then.
• Gift card balances go back on the card when you cancel or refund. A full refund restores every card. A partial refund goes on the gift card first, up to the amount you type, and only what is left goes back to the card payment. A booking paid with a class pass can only be refunded in full, because a class-pass use cannot be partly given back.
• When you cancel a whole event, the refund you choose is the total each customer gets back, and it goes on their gift card first. A booking paid with a class pass gets the pass back whole whenever you give any refund.
• When you cancel a whole event or a course purchase, the cancellation goes ahead even if Stripe or Square refuses a card refund. The event or purchase page then lists each customer who was not refunded, with the amount and the reason, so you can refund them by hand. If customers are emailed, the email only mentions the money that did go back.
• Promo code use counts go down again when bookings are canceled.
• A refund on its own does not free up the spot. A booking that is refunded (in full or in part) or disputed stays confirmed and keeps its spot until someone cancels it. That keeps your roster right until you decide the customer is not coming. The spot is freed only when you cancel the booking. This is true even for a refund made in your Stripe or Square dashboard.

Resending a confirmation email

• If a customer says their confirmation never arrived, open the booking. In the Manage menu, choose Resend email.
• The new email is the same as the first one. FullClass builds the receipt PDF, the calendar invite and (if you use it) the check-in QR code again from the booking.
• It goes to the email address on the booking now. To fix a mistyped address, edit the booking first, then resend.
• You can resend for any active booking. The option is hidden once a booking is canceled, and it cannot send if the booking has no email address. Each resend is saved in the activity log.

When the receipt is sent. A receipt goes out once money has been taken. A booking paid online gets it with its confirmation. A booking the customer will pay for at your studio has nothing to receipt yet, so its confirmation has none. Instead the receipt goes with the "Payment received" email when you record the payment. It shows what has been paid and anything still owed. Free and complimentary bookings get no receipt. A paid course gets one receipt for the whole course with its confirmation. A course the customer pays for at your studio gets its receipt for the whole course with the "Payment received" email, when you record the payment. A gift card or class pass bought by card gets its receipt on the purchase receipt email. When a cancellation gives money back, the cancellation email carries the receipt again, with the refund shown under the original payment. A cancellation that refunds nothing, or gives store credit instead, sends no receipt.

Receipts from Stripe

If you take payments through Stripe, Stripe can email your customer its own receipt for the card payment. This is separate from the booking confirmation FullClass sends, so it means two emails per booking. That is why it is off by default. Your customers get only the FullClass confirmation, which already has the itemized receipt in your branding.

• To turn it on, go to Settings → Payments and tick Also send Stripe's own receipt. The setting only appears if you take payments through Stripe.
• Square is not affected. Square does not email a receipt for online bookings at all, so there is nothing to switch off. If you want a customer to have one, send it from your Square Dashboard.