When you cancel an appointment, you can mark it as a no-show as an option after you select the "Cancel" option. This will show in the client's history and also within Reports. The normal Cancellation E-mail will be sent to the client, or you can choose to not send an e-mail.
If an appointment is cancelled, it's up to you to refund your clients based on your business's refund/cancellation policy. You'll need to handle all refunds outside of Acuity in your chosen payment processor (PayPal, Stripe, Square, Braintree, or Authorize.net).
The cancellation e-mail you receive will include a link to the payment to help you make the refund.
Refunds cannot be issued directly inside of Acuity and will have to be manually processed in your payment processor account.
Charging a No-Show
If it's in your policy to charge a fee or charge the full price of the appointment for a no-show, you can do this in Acuity once you have your Payment Processor set up.
If you charge a fee for no-shows and are using Stripe, Square, or Braintree, you can choose to Require a valid credit card, but don't charge for your appointments in your Payment Settings. This option will allow you to collect a client's credit card information upfront, and charge them later in case of a no-show.
If you already require full payment at the time of booking, you can choose to give a partial refund or full refund outside of Acuity within your processor's app. You must manually charge each no-show appointment. Directions for making the charges are in this article.
If you required full payment at the time of booking, you can give a partial or full refund in your payment processor. Because refunds are processed outside of Acuity, they will not be reflected in Acuity.
Package Coupons and No-Shows or Cancellations
If an appointment is cancelled by the account admin or the client who has used a package code, credit for the appointment will go back onto the package code on the client's account.
If the appointment is marked as a no-show by the admin, credit for the missed appointment is not automatically refunded to the package coupon. The individual code can be edited if you do want to credit a no-show appointment back to a client by going to the package details > click edit the specific package > click next to the code you want to credit > add appointments and update code.
In this situation, if the original code had 5 appointments, a client no-showed and you marked it as no-show, and you want to credit their package code, add one to the number you see in the client's code details (so, the 5 will be changed to a 6).
Read more about your Payment Settings in this handy guide to Accepting Payments in your Acuity Account!