Steps

  1. Open the original service request or booking, then choose Review appointment changes under Appointment changes and refunds. Select the relevant change and verify the original, proposed and current appointment before handling its existing refund.

  2. Review each refund's requested amount, approved amount, Amount returned, currency and Money return status. A lower service charge or approved refund does not prove the guest has received money.

  3. Under Staff action, select Approve existing refund when offered. This requires permission to approve refunds, access to the service, security verification and a different authorized staff member from the refund initiator. Enter a Reason of 3–500 characters, select the review confirmation and use the corresponding approval button.

  4. When processing is offered, a staff member with permission to process refunds selects Process existing refund, reviews the same records, enters a reason, confirms and submits. If a provider request is already underway, use the offered Check existing refund action to reconcile that existing refund; do not create another payment or refund.

  5. Inspect Amount returned and Money return after the action. A processing or pending state still needs follow-up. Only the recorded result establishes what was returned; this action also does not by itself confirm a requested appointment change took effect.

  6. After a permission, changed-state or uncertain-result error, choose Reload original change. Review the current appointment and refund records before another action. Resolve the required permission or staff separation before retrying approval.