Cancel a ride
Cancelling, automatic card refunds, and what happens to cash payments.
- Who:
- Owners, admins, dispatchers and reservations agents (owners and admins for card-paid rides)
Cancel
- On Bookings, click Cancel next to the ride, or use the cancel button at the bottom of the ride's page.
- Confirm with Yes, cancel. If the ride has card payments, the question reads "Cancel and refund card payments?"
What happens
- Card payments are refunded in full, automatically, through your Stripe account. The refund shows on the ride's Payments card.
- Cash, check and bank transfer payments are not refunded automatically. Settle them with the customer yourself; the message after cancelling reminds you.
- The customer is told by email.
- The ride is locked: it can't be edited or assigned any more.
Good to know
- A ride paid by card can only be cancelled by the owner or an admin, because it sends money back.
- If Stripe refuses the refund, the ride is not cancelled and you see Stripe's reason. Nothing is half-done.
- A ride that's already in progress can't be cancelled from the Bookings list.
- For a standing order, you can cancel one ride or this and all later rides (Standing orders).