Refunds and disputes

3 min read · Updated April 13, 2026 · Written by the OVIAH Team

Overview

To issue a refund for an OVIAH booking, find the transaction in your Stripe or Square dashboard and process the refund there — then update the booking status in OVIAH to Refunded.

How refunds work

Because OVIAH connects directly to your Stripe or Square account via OAuth, refunds are processed through your payment provider's dashboard — not through OVIAH itself. This gives you full control over when and how much to refund.

Find the transaction

In your OVIAH dashboard, open the booking and note the payment details. You can also find the transaction in the Reports tab.

Process the refund

Log into your Stripe Dashboard or Square Dashboard and locate the payment. Issue a full or partial refund from there. Refunds typically appear in the client's account within 5–10 business days.

Update the booking

Back in OVIAH, update the booking's payment status to Refunded so your records stay accurate. If you cancelled the appointment, mark it as cancelled as well.

Tip

Set clear cancellation policies and display them on your booking page. OVIAH lets you configure policies under Business Settings — clients see these before confirming a booking, which reduces disputes down the line.

Handling disputes

If a client files a dispute (chargeback) with their bank, the process is handled through Stripe or Square's dispute resolution system. Both providers notify you by email and give you a window to submit evidence — like booking confirmation emails, your cancellation policy, or communication with the client.

OVIAH stores full booking history and payment metadata, which can be useful when compiling your dispute response. Having clear policies and requiring deposits significantly reduces the likelihood of disputes in the first place.