Occasionally, you may need to cancel a booking on behalf of a guest.
The permission "Can cancel bookings " is required to cancel bookings in Venue Manager. This permission is enabled by default for the administrator and manager system roles and custom roles based on these roles.
Things to know
- You can't reactivate existing canceled bookings. You must create a new booking. This makes sure resources track accurately and invoices and payment links sent to guests are no longer available for guests to pay.
- If you want to change the items in an existing booking, edit it rather than cancel it.
- If payment has been made, a refund must be processed first. Canceling a booking does not automatically refund a guest.
- While you can cancel a booking from POS, you must first refund all the booking items.
- If you want to cancel a booking without refunding all booking items, you must do so through Venue Manager. This is helpful if the guest is not entitled to a refund or chooses to forgo it. Once canceled, the space becomes available for other guests to book.
Search for and select the guest booking
From Venue Manager, you can search for and select a guest's booking by typing their Name or Booking ID in the main menu search field.
From anywhere in Venue Manager, you can also use the keyboard shortcuts alt + s (Windows) or option + s (Mac) to open up the search records panel.
Cancel the booking from Venue Manager
From the guest booking, select the options menu (3 dots) at the top right, then select Cancel booking. A pop-up asks you to confirm this, as it cannot be undone.
Once you cancel a booking, it can't be resurrected.
Confirmation 
The booking status changes to Canceled, and the tickets and associated spaces are no longer reserved. They are now available for sale again.
Once a booking with an active payment link or invoice is canceled, the payment form link automatically expires. Guests will no longer be able to make payments. Payment links are also automatically tracked as canceled. However, invoices still need to be marked as canceled from the booking's activity stream. Otherwise, they will still appear pending in the Invoices report.