Online Payments: pending refunds
Online payments that become refundable (cancellation, rejection, event cancellation) are not refunded automatically; you refund them, or choose not to, from the “Refunds pending” list.
Last updated: 8 November 2026
If a booking is cancelled after the customer paid online on your site (appointment deposit, event fee or facility rental), a right to a refund may arise. Piyzi does not refund the money automatically; the decision is yours.
When does a payment become “Refund pending”?
Appointment with a deposit: the customer cancels within the free window, you reject the request, or you cancel as the business.
Event: you cancel the event, remove the participant or reject the request.
Facility: the customer cancels within the cancellation window, staff cancel with “Refund the deposit”, or the approval time runs out.
The owner gets a “Refund pending” notification; the record shows in Online Payments with a red “Refund pending” badge.
Refunding or not
- 1Open the list
On Finance → Online Payments, choose the Refunds pending tab.
- 2Decide
In the record's detail, refund with Refund to card on the payment row. If you agreed with the customer (for example, the deposit was moved to another appointment), choose Don't refund; no money moves and the mark is closed.
Refunding and not refunding are only for the owner or staff with the “Can refund online payments” permission. A successful refund closes the mark automatically. Once a card refund has started (for example, scheduled for the next day because a same-day cancellation was not accepted) “Don't refund” is no longer offered; the notice closes when the refund completes. A refund that arises from a cancellation never reopens the receivable, so no debt is written to a cancelled booking.
These settings are on the web panel only. The customer mode of the Piyzi mobile app has no card payment: appointments, events and rentals that require payment cannot be booked from the app; the app tells the customer to contact the business.
In the staff app, appointments whose deposit is paid and that await approval show in the Pending Approvals list with a “Deposit paid” badge.
Refunds are made only on the web panel, from Finance → Online Payments.