Appointy lets you manage refunds from the appointment’s payment history.

Refund handling depends on the payment gateway used:

• Stripe — refunds can be processed through Appointy
• Square — refunds can be processed through Appointy
• PayPal — refunds must be processed directly through PayPal
• Authorize.Net — refunds must be processed directly through Authorize.Net

Important: Cancelling an appointment does not automatically refund the payment. Appointment cancellation and payment refunds are separate actions.

Quick navigation

Calendar → Select Appointment → View Payment → Payment History → Refund → Confirm

How to process a refund

Step 1: Open the appointment

1. Log in to your Appointy admin account.
2. Open Calendar from the left-side navigation.
3. Click the appointment for which you want to process or record a refund.

The appointment details panel will open.
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Step 2: Open the payment details

In the appointment details, locate the paid amount.

Click View next to the payment amount shown in green.
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Step 3: Open Payment History

The Payment History window will open.

Locate the payment you want to refund and click Refund.
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Step 4: Confirm the refund

Click Confirm.

What happens next depends on the payment gateway used for the original transaction.

Refunds for Stripe and Square

Refund processing through Appointy is supported for Stripe and Square.

If the payment was made through either of these gateways, you can initiate the refund directly from the appointment’s Payment History.

Once you confirm the refund:

• The refund request is sent through the connected payment provider
• The payment history in Appointy is updated accordingly

Refunds are subject to the payment provider’s refund window

A refund can only be processed while the transaction is still within the refund period allowed by the payment provider.

For example, Square allows refunds within 120 days of the original transaction.

Once the provider’s permitted refund period has expired, the Refund option may no longer be available in Appointy.

In that situation, you will need to:

• Process the refund directly through the payment provider, if the provider still allows another refund method, or
• Arrange an alternative way to return the money to the customer

The available refund period and rules are determined by the payment provider.

Refunds for PayPal and Authorize.Net

Payments made through PayPal and Authorize.Net cannot be refunded directly through Appointy.

For these gateways:

1. Process the actual refund directly through PayPal or Authorize.Net.
2. Return to the appointment in Appointy.
3. Open the payment history.
4. Record the refund against the appointment.

This keeps your Appointy payment records aligned with the refund processed through the external payment provider.

Example

Suppose a customer paid $100 for an appointment.

Stripe payment

If the Stripe transaction is still eligible for a refund, open Payment History → Refund → Confirm.

The refund can be processed directly through Appointy.

Square payment

If the Square transaction is within the provider’s refund window, you can refund it from Appointy.

For example, Square supports refunds within 120 days of the original transaction.

If the transaction is older than the permitted refund period, the Refund option may no longer be available.

PayPal payment

Process the $100 refund from your PayPal account first, then record the refund against the appointment in Appointy.

Authorize.Net payment

Process the refund directly from your Authorize.Net account, then record it in Appointy.

Processed refund vs recorded refund

Why is the Refund button not available?

The Refund button may not appear if the transaction is no longer eligible for a refund through the connected payment provider.

One common reason is that the provider’s refund window has expired.

For example, if a Square payment is more than 120 days old, it may no longer be refundable through Appointy.

In that case, process the refund directly through the payment provider where possible, or use an alternative refund method.

Frequently Asked Questions

Which payment gateways support refunds directly through Appointy?

Refund processing through Appointy is supported for Stripe and Square.

Can I refund a PayPal payment from Appointy?

No. Process the refund directly through PayPal and then record it in Appointy.

Can I refund an Authorize.Net payment from Appointy?

No. Process the refund directly through Authorize.Net and then record it in Appointy.

Is there a time limit for processing refunds?

Yes. Refunds are subject to the refund window defined by the payment provider.

For example, Square allows refunds within 120 days of the original transaction.

Why can't I see the Refund button?

The payment may be outside the payment provider's permitted refund window.

What should I do if the refund window has expired?

Process the refund directly through the payment provider if another option is available, or arrange an alternative refund method with the customer.

Does cancelling an appointment automatically refund the payment?

No. Appointment cancellation and refund processing are separate actions.

Will externally processed refunds automatically appear in Appointy?

For PayPal and Authorize.Net, you should record the refund in Appointy after processing it through the payment provider.