How to Cancel, Refund, or Void a Booking

Depending on the situation, you can cancel a booking with no refund, cancel and refund it, issue a full refund on its own, or void a transaction entirely. These actions live in the booking drawer's Payment & Refunds tab (cancellation also starts from the Overview tab).

Who can use it: Cancelling requires amenity_bookings_update. Refunds and voids require process_refunds.

Cancel without a refund

Open the booking and click Cancel Booking. From the Overview tab, start the Cancel Booking flow. This is a separate modal from the refund flow, it cancels the reservation but does not touch any payment already collected.

The cancel-only confirmation:

Cancel and refund

Use the Cancel + Refund flow instead if the resident should get their money back. This combines cancelling the booking with issuing a refund in one action, from the Payment & Refunds tab.

Full refund (without cancelling)

Click Full Refund to refund the full amount paid on a booking that stays active, for example, a goodwill refund that doesn't cancel the reservation itself.

Void a transaction

Click Void Transaction to void a payment/transaction outright rather than refunding it.

Refund and void actions on the Payment & Refunds tab:

Refund-cancelability and refund history

Before a refund goes through, the system checks whether the payment is still eligible to be refunded (refund-cancelability). Every past refund on the booking is listed in the refund history, so you can see what's already been returned.

The "Booking was cancelled" error

If you try to take a payment action (refund, void, edit) on a booking that's already been cancelled, you'll see a 409 error: "Booking was cancelled." This is a guard against acting on a booking that's no longer active, refresh the drawer to see its current state before trying again.

The 409 guard message:

See "How to manage security deposits" for deposit-specific refund and disposition actions.