Issuing a manual refund
Refund a deposit, balance, or full payment from a booking.
Quick answer: Open the booking, choose Refund, and select deposit, balance, or full amount to return via Stripe.
Before you start
- Booking paid online via Stripe
Overview
Manual refunds let you return money outside the automatic cancellation flow — for example when you cancel on behalf of a customer or make an exception to your refund policy.
Screenshot coming soon
Before you start
Note
Only card payments processed through Stripe can be refunded in Sway.
Step-by-step
Open the booking
Look for: Bookings
Choose Refund
Screenshot coming soon
Select what to refund based on what the customer paid. Confirm the refund
The refund is sent to the customer's card via Stripe.
What happens next
The refund typically appears on the customer's card within 5–10 business days. Your Stripe balance is adjusted accordingly.
Common questions
Frequently asked questions
Use the refund dialog to choose deposit, remaining balance, or full payment depending on what was paid.
Related articles
Calendar & bookings
Refunds explained
How automatic refunds, manual refunds, and fees work when customers cancel or you refund a booking.
Settings
Refund cutoff window
Set how many hours before an appointment customers can cancel and receive a refund.
Services
Setting up deposits
Require a deposit at booking — fixed amount or percentage — to reduce no-shows.
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