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Cancel a booking when the guest isn’t coming, whoever cancels. Overviu frees the dates, stops any payments still to come, and suggests a refund from the listing’s cancellation policy.

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Before you start

  • You can cancel a booking that’s Pending, Awaiting payment or Confirmed. Completed and Cancelled bookings can’t be cancelled.
  • Anyone in the team can cancel a booking.

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Steps

1

Open the booking

Go to Bookings and open the booking. In Choose an action… at the top, pick Cancel booking and click Submit.On the Calendar, you can also right-click the booking and choose Cancel booking. If the guest paid through Stripe, Overviu opens the booking instead, so you can choose the refund; otherwise the booking is cancelled straight away.
2

Give a reason

Optionally fill in Reason (optional). It’s kept in the booking’s Timeline.
3

Choose the refund

If the guest paid through Stripe, Overviu shows what the listing’s policy gives back today, for example “Moderate policy: 50% refund now”, and fills in the Refund with that amount. Change it if you’ve agreed something else with the guest: any amount up to what they paid, or 0 to cancel without a refund.
4

Cancel

Click Cancel booking. To leave the booking as it is, click Keep booking.
If Stripe refuses the refund, the booking isn’t cancelled and Overviu shows Stripe’s reason. Fix it, or set the refund to 0 and refund the guest another way.

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What gets refunded

  • Overviu refunds only money the guest paid through Stripe. It goes back to the card they paid with, newest payment first.
  • Money you recorded as cash, bank transfer or card terminal can’t be refunded through Stripe. Pay it back the way you received it.
  • If Stripe isn’t connected, Overviu says “Online payments are not set up, so any refund must be made outside Overviu.”
  • A security deposit held on the guest’s card is returned in full. Payments for extras aren’t part of the refund; refund them separately from the booking. See Refunds.
The policies are set per listing; see Cancellation policy.

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What happens next

  • The booking becomes Cancelled and its nights are free again, on your calendar, your booking site and the sites you sync with.
  • Payments scheduled for later, like a balance due before check-in, won’t be taken, and open invoices are voided.
  • Your team gets a Booking cancelled email, depending on notification settings.
  • If the listing has an automated message sent Right after booking cancelled, the guest gets it. See Automated messages.
Bookings that wait for an online payment are also cancelled on their own when the guest doesn’t pay in time; your team gets a Payment not completed email.