Manage refunds and store credit

Use refund and store credit settings when a customer cancels, receives credit, or wants to apply existing credit to a new booking.

Where this lives

Open Business Settings, then Payments & Stripe, then Refunds and store credit. Customer credit balances are managed from the customer detail page.

Choose the cancellation refund behavior

The refund mode controls what happens when a customer cancels from the customer portal.

• Manual review cancels the booking and lets your team decide what refund or credit is appropriate.
• Automatic Stripe refund attempts to return eligible Stripe payments to the original payment method.
• Customer choice lets the customer choose between an original payment refund and store credit when both are available.
• Store credit only issues credit instead of attempting a card refund, when store credit is enabled.

Manual review is the safest default because cancellation rules can depend on timing, weather, delivery work, or a conversation your team already had with the customer.

Enable store credit

Turn on store credit when you want customers to hold value with your business instead of receiving every refund back to a card.

Store credit is tracked with a ledger, so each change has a history. Credit issued from a cancellation, credit granted by an admin, and credit applied to checkout all appear as separate activity. This helps your team explain a customer's balance without guessing.

Grant or deduct credit for a customer

Open the customer record and use the Store credit area to adjust the balance.

• Use a positive amount when you are granting credit.
• Use a negative amount when you are deducting or correcting credit.
• Add a clear note so the ledger explains why the adjustment happened.

Do not use store credit adjustments as a replacement for fixing an incorrect booking total or duplicate payment. Correct the source record first, then use credit only when the customer should actually keep a balance for future use.

How customers use credit at checkout

When a customer is signed in through the customer portal, checkout can show their available store credit. The customer can enter how much credit they want to use, up to their available balance.

Applied credit reduces the cash amount due for the order before the deposit and remaining balance are calculated. For example, if the order is $1,000 and the customer applies $500 in credit, the cash amount due becomes $500. If your deposit rule is 50%, the customer pays $250 today and has $250 due later.

The customer can also apply credit when paying a remaining balance from the portal. If credit covers the full balance, BouncePlatform records the credit application without sending the customer to Stripe.

Reminder emails

Unused credit reminders are optional. If you enable them, customers with a positive credit balance can receive a reminder after the number of days you configure.

Each reminder includes an unsubscribe link. When a customer unsubscribes, BouncePlatform stops sending non-essential reminder emails for that customer and business.

Before you rely on automation

• Confirm Stripe is connected and able to process payments for the business.
• Test manual review first so your team understands the customer-facing cancellation flow.
• Review a customer ledger after issuing and applying credit.
• Make sure your cancellation policy explains when refunds, manual review, or store credit may apply.