I can only refund a booking to a credit voucher

When you cancel a booking, you can usually choose whether the refund goes back to the customer's original payment card or onto a credit voucher. If you've found the refund has gone to a credit voucher, or the card option isn't there, it's normally down to how the booking was paid for or which refund option was used.

A credit voucher keeps the booking value with your business and gives your customer an easy way to rebook. But if your customer would rather have their money back, there's always a route to get it to them.

The whole session was refunded using 'Refund all'

'Refund all' is designed for cancelling a whole session, for example because of bad weather. It refunds every booking on that session to a credit voucher.

To refund a single booking to a card, open the session on your calendar, click 'Manage', then select 'Cancel / refund' next to that customer's booking and choose their original payment card.

The booking was paid for with a voucher

If a customer paid using a credit voucher or activity voucher, any refund is issued as a new credit voucher. This keeps the value in the same form the customer paid with.

The refund has already gone to a credit voucher

If the refund has already been issued as a credit voucher and your customer would like the money back on their card, our team can arrange this for you. Contact us at help@eola.co with:

• The customer's name and email address
• The voucher code
• The amount to refund

If the voucher was bought by the customer (rather than issued from a refund), you can refund it yourself from Sales -> Credit vouchers by opening the voucher and clicking Refund.

What should I check?

1. Click the price next to the customer's name on the booking to open the transaction log and see how they paid
2. Check whether the session was cancelled using 'Refund all' or the customer's own 'Cancel / refund' option
3. Look in Sales -> Credit vouchers to see whether a voucher has already been issued for the refund

If none of these explain it, contact our team at help@eola.co and we'll be happy to take a look.

Good to know

• Card refunds can take 5–10 working days to reach the customer, depending on their bank or card provider
• If you refund a customer outside eola, for example by bank transfer, deduct the funds from their credit voucher in eola so it can't also be used online

Helpful tips:

• Use 'Refund all' only when you're cancelling a whole session
• Offering a reschedule or a credit voucher first keeps the booking value with your business
• Include the voucher code when you contact us so we can arrange the refund quickly

Related guides

• Cancel and refund a booking
• A customer would like a refund on their credit voucher
• Understand how refunds work