Are appointments I cancel automatically refunded?

[JS_Alpacas]

A customer booked an online appointment through Square Appointment app. She is choosing not to participate in the service, rather she wants us to keep it as support for our animals. Are appointments I cancel in the app automatically refunded?

[mattd]

Hi @JS_Alpacas,

This article on appointments may help. More specifically:

"If a customer needs to cancel or reschedule a prepaid appointment, they must contact you directly to do so. Any changes made to a prepaid appointment after it is booked will not be reflected in your reports, and will require a manual refund if needed.

If you decline an appointment, a refund will be automatically issued back to the original payment card and your customer will be notified. You can decline an appointment at any time. Refunds for cancellations exceeding 60 days from the date of booking must be issued outside of Square. Learn more about processing refunds."

[JS_Alpacas]

Thanks for your comment. I just wanted to make sure before manually selecting cancel appointment inside the app that it wouldn’t automatically send a refund. This is the first time for me since I just started using the appointment app. The customer doesn’t want a refund and it would be awkward if a refund was sent.