Canceling a Pending Deposit Refund
How to cancel a deposit return that hasn't finished processing in Stripe, what happens to the held amount and invoice, and when a refund can no longer be canceled.
Last updated
If a deposit return was just submitted and hasn't finished processing in Stripe yet, you can cancel it before it settles. This is different from reversing a kept deposit: canceling a pending refund simply stops it from completing, it never charges the resident's card again.
Who can do this: Any staff member, property manager, or board member with the Process refunds permission on the property.
Steps
Open the booking and go to its Payment tab (or Payment & Refunds on mobile).
Find the deposit's resolved row. If a returned or refunded amount is still processing, you'll see a Cancel refund button, with a note that it's available only while the refund is still pending in Stripe.
Click Cancel refund to confirm.
What to expect
The pending Stripe refund is canceled before it reaches the resident.
The canceled amount goes back to held, immediately after cancellation the row shows "Refund canceled, amount returned to held," and the deposit becomes unresolved again for that portion. The Manage deposit button reappears so you can act on it again, whether that's returning it once more, keeping it, or splitting it differently this time.
The books update with a reversing entry, and the invoice credit line that the original refund added is reversed as well. See "How deposit money moves."
The cancellation is recorded on the audit trail as its own entry. The original refund record is never edited or removed, the trail shows both the original action and the cancellation.
When this isn't available
The refund has already settled. Once a refund finishes processing in Stripe (it's no longer pending), it can't be canceled from here. URBI intentionally does not re-charge a resident's card to undo a completed refund. If a return needs correcting after it settles, treat it as a new charge through the booking's standard billing tools rather than through this popup.
No pending refund exists. If the deposit was fully kept, with nothing refunded, there's nothing pending to cancel.
No permission. Without the Process refunds permission, the button doesn't appear even if a refund is pending.
Reconciliation lock. If the booking shows a "Reconciliation needed" banner, this action is disabled until that's resolved.
Good to know
Whether a refund is still cancelable depends on how quickly it moves through Stripe, which can vary. If you don't see the Cancel refund button and expected to, the refund may have already settled, check the row's status or the Stripe dashboard link on the row for the current state.
Canceling a refund and reversing a kept deposit can both apply to the same deposit at once when it was split, for example if $200 was kept and $300 returned, you may see both a Refund (reverse keep) button for the kept portion and a Cancel refund button for the still-pending returned portion, independently of each other.