Cancel an event
Cancel a booking and settle its invoices in one step, keeping your cancellation fee and refunding the rest.
When a customer cancels, three things have to happen: the booking comes off, nobody pays an invoice that is no longer owed, and money already paid goes back, less whatever fee you keep. Cancel event does all three in one place, so you never have to chase it across Square.
Cancel a booking
Open the event
Click the event on Schedule. In the status panel of the event window, click Cancel event.
Review the invoices
The dialog, Cancel event: settle the invoices, reads every invoice on the event straight from Square and shows what will happen to each:
- an open, unpaid invoice is cancelled;
- a paid invoice is refunded;
- a partly paid invoice is cancelled and its payments refunded;
- an invoice already cancelled or refunded is left alone.
Set the fee
Keep as cancellation fee starts at your brand's default. Change it, or type in Refund to customer instead, and the other number follows. The fee can never be more than what was paid.
Add an Internal note if you like. It is saved on the event and shown on Square's refund, never emailed.
Confirm
If anything is being refunded, CurbsideOps asks you to confirm the exact amount. Square sends the refund back to the card that paid.
Finish the cancellation
The event is marked cancelled and, if the customer has an email on file, they get your cancellation email.
Open invoices are cancelled before any refund goes out, so the customer cannot pay one while you refund another. Refunds come from the newest payment first, which means the money you keep is the deposit.
If the payments changed while the dialog was open (the customer paid a minute ago), CurbsideOps stops and shows the new amounts instead of refunding the old ones.
An event with no invoices skips straight to the cancellation.
Your default cancellation fee
Set it per brand on the Sales & Ops tab of the brand's settings, under Cancellation fee: None (full refund), a Flat amount, or a % of what was paid. You can change it on each event before refunding.
How a cancelled event reports
In Reports, the P&L and the closeout, a cancelled event's only revenue is the fee you kept, with no booking fee on top. Any giveback tied to it is waived, never deleted. The fee is reported as untaxed, because a cancellation is not a sale of food.
Pre-pay orders are separate
If guests pre-paid through a pre-pay page, the dialog shows how much is there, but those orders are refunded from the event's page in Orders. See Pre-Pay Orders.
A manager without finance access can cancel the event, but the invoices stay untouched until the owner settles them.
When a booking never happened
Sometimes a booking was a mistake: added twice, added before the customer confirmed, or not real at all. If it has already been removed from your calendar, use Didn't happen to take it off your books cleanly. You find the button on the job's Removed from the calendar banner and on the matching card in Flags.
Pick what happened (Added by mistake, Added before it was confirmed, and it never happened, A duplicate of another event, or Something else) and click Remove booking. The job is cancelled with your reason on its history, the unfinished closeout is discarded, and the sales entry is marked cancelled with the figures kept on file. Nothing is sent to the customer.
If figures were typed into the sale as collected, you confirm that no money changed hands against the listed amounts before it goes through.
What blocks it
Didn't happen is for bookings with no real money or work on them. It refuses, and tells you why, when:
- the event is still on your calendar (delete it there and the rest follows);
- its closeout is locked;
- a deposit invoice went out or was paid through Square;
- Square card payments or a sent invoice are linked to its sales;
- guests paid through its pre-pay page;
- crew clocked time against it (timecards are payroll records);
- a giveback payment was made for it.
Refund or cancel the Square money first, and use Cancel event for a booking that was real but called off.
Still stuck? Email support@curbsideops.com or use Report an Issue in the portal. Checked against CurbsideOps 1.105.4.