Does FullDiary take a cut of refunds?

No. The money goes straight from your Stripe account back to the customer. Stripe keeps its processing fee on the original payment, which is Stripe's rule, not ours.

Can I refund part of a payment?

Yes. Pick An amount and type it. You can refund the rest later from the same button.

What about cash I took at the desk?

FullDiary cannot move cash, so it records that you handed it back and the booking's payment line says so. The customer is not emailed for cash, because they were standing in front of you.

Where is Refund on a booking that is already cancelled?

Open the customer under Customers and find the booking in their history. The Refund button is there, on the website and in the app.

New feature20 October 20263 minute read

Refunds, from the booking

Until today, giving money back meant opening Stripe and finding the payment. Now every booking that has taken money has a Refund button, on the website and in the app: everything, keep the deposit, or an amount you type. Card money goes back to their card by itself, cash is recorded as handed back, and the customer is told.

Matt Suckling

Director, FullDiary

In short

Refund on any booking that has taken money: everything, keep the deposit, or an amount. Card money goes back to their card by itself through your own Stripe; cash or a transfer is recorded as handed back.
Cancelling a paid booking asks the same question first, with the sensible answer already picked: everything back outside your cancellation window, the deposit kept inside it.
Under Booking rules, choose what a customer's own in-time cancellation does: ask you, refund everything, or keep the deposit and refund the rest. It happens by itself.
Cancelling a class can refund everyone who paid by card in one go, each of them emailed.
The customer gets a short email when money goes back to their card, usually on their statement within 5 to 10 days. On the website and in the app, on every plan.

Someone pays in full when they book, then rings to cancel. They want their money back, and they deserve a straight answer. Until today that meant opening your Stripe dashboard, finding the payment among the rest, and refunding it there, with FullDiary none the wiser. The booking still said paid.

Refund from the booking

Open any booking that has taken money, on the website or in the app, and there is a Refund button under the actions. Press it and you get three choices: refund everything, keep the deposit and give the rest back, or type an amount. Under the choice it says exactly what will happen. Money taken by card, online or with Tap to Pay, goes back to the card by itself through your own Stripe account. Cash or a bank transfer you took at the desk is recorded as handed back, since only you can hand it back.

The booking's payment line then tells the truth: taken by cash, refunded in cash. Your activity gets a line too, and the customer gets a short email when money is on its way back to their card.

Cancelling asks first

Cancel a booking that carries money and the same question appears on the cancel sheet, with the sensible answer already picked. Outside your cancellation window, everything goes back. Inside it, the deposit stays with you and anything above it goes back, which is exactly what your booking page told them. Nothing now is always there if you would rather decide later.

Cancelling a whole class works the same way for everyone at once: tick Refund everyone who paid by card, and each person's money goes back and each person is emailed.

When a customer cancels in time

Customers cancel from the link in their email, as long as they are outside your window. What happens to their money is now a rule under Booking rules: ask me, which is how it has always worked, refund everything to their card by itself, or keep the deposit and refund the rest by itself. With Ask me, the email you get points you to the booking in their history, where the Refund button is waiting.

What stays the same

Stripe keeps its small processing fee on a refunded payment, as it always has, and FullDiary takes nothing. If Stripe cannot send a refund, usually because your balance there is empty, FullDiary records it as owed and emails you, so nothing is quietly lost. Gift vouchers and passes go back on their own as before.

Questions people ask

Does FullDiary take a cut of refunds?: No. The money goes straight from your Stripe account back to the customer. Stripe keeps its processing fee on the original payment, which is Stripe's rule, not ours.
Can I refund part of a payment?: Yes. Pick An amount and type it. You can refund the rest later from the same button.
What about cash I took at the desk?: FullDiary cannot move cash, so it records that you handed it back and the booking's payment line says so. The customer is not emailed for cash, because they were standing in front of you.
Where is Refund on a booking that is already cancelled?: Open the customer under Customers and find the booking in their history. The Refund button is there, on the website and in the app.