Handle a Cancellation or Refund

When a client cancels, you may need to do up to three things: cancel the booking, cancel the contract, and return money. Vignette keeps these separate, so canceling a booking does not refund money on its own.

Reschedule instead of canceling

If the client just needs a new date, you don’t have to cancel.

• On Calendar, drag the booking to the new day or time. Then open the booking and check the date, start time, and duration.
• Or open the booking, select Edit booking, and change the date.

Learn how to reschedule from the calendar.

Cancel the booking

1. Open the booking.
2. Open the … menu beside Send to client.
3. Select Cancel booking.
4. Read the confirmation carefully, then confirm.

The booking actions menu with Edit booking, Preview email, Preview as client, Cancel booking, and Delete booking.View full size

A canceled booking stays as read-only history. Canceling may also cancel pending contract work and archive empty, unshared galleries. If you change your mind, Reactivate (when available) returns the booking to Pending.

Delete booking is different. It appears only when Vignette can safely remove the booking and its connected work.

Cancel an unsigned contract

1. Open the contract.
2. Select Cancel.
3. Read the message: “Cancel this contract? The signing link will be invalidated.”
4. Select Cancel Contract.

The confirmation Cancel this contract? The signing link will be invalidated, with Go Back and Cancel Contract.View full size

After that, the only action left is Delete. Deleting asks you to confirm because it cannot be undone.

The confirmation Permanently delete this contract? This cannot be undone, with Cancel and Delete.View full size

Refund a payment

Use this when you give money back, such as a deposit or retainer.

1. Open the booking’s Payment card and find the payment.
2. Select Refund.
3. Check the refundable amount at the top.
4. Enter the Amount, choose the Method, and add a Reason if it helps.
5. Confirm the refund.

The Refund payment dialog showing up to $1,200 refundable, a note to return the money outside Vignette first, and the Amount, Method, and Reason fields.View full size

If you were paid in cash or another way outside Vignette, give the money back first, then record how you did it here.

After a full refund, the payment shows Refunded, a red refund line appears with your reason, and the installment is due again.

A retainer payment marked Refunded with a –$150.00 cash refund line, the reason, and the installment due again with Record and Waive.View full size

In Finance → Payments, the payment shows Refunded, and the refunded total appears at the top.

The Payments page with Total Collected, Outstanding, Processing, and Refunded totals, and rows showing Refunded, Paid, and Pending payments.View full size

Waive a remaining balance

If the client won’t pay the rest and you are fine with that, select Waive on the unpaid installment. Vignette asks Waive This Installment? and explains that it counts as paid.

The Waive This Installment? dialog explaining that waiving counts as paid and the client owes no further amount, with Cancel and Waive.View full size

There is no undo, so only waive on purpose.

Remember: Canceling the booking does not refund money. Review payments separately and record any refund you give.

Learn more about payment plans, refunds, and waivers.

Learn more about canceling and reactivating a booking.