The Invoice card sits on the booking's Appointment tab. Payments are taken under its Payment Method, and its own Manage menu holds receipts, refunds and voiding. The Manage button at the top of the booking is a different menu, for the booking itself.

Record a cash payment

Do this when an invoice is outstanding but the customer paid you in person.

1. Open the booking from Appointments.
2. On the Invoice, under Payment Method, choose Cash.
3. Select the button that shows the amount and Paid by Cash. On a Pending booking, confirm in Mark as paid.

The invoice is marked paid, and nothing is charged to a card. Bank Transfer and Other EFTPOS record money taken those ways in the same place.

Correct the invoice amount

Do this before the booking is paid, when a line is missing, extra or priced wrong.

1. Open the booking from Appointments.
2. To add a line, select Add Item beside the pet's items, then choose a service or type a description.
3. To remove lines, switch on Edit, tick the lines, then select Mark for Removal.
4. To change a price or a quantity, type over it on the line.
5. Under Notify customer?, choose Send notification or Update silently.
6. Select Save Changes.

The total updates as you go. Lines can be added and removed once the booking is confirmed, until it is paid, cancelled or refunded. Each pet keeps at least one service, so set its price to $0 instead of removing it. Prices can also be changed on a Pending booking.

If the booking is already paid, issue a partial refund for the difference, or contact support for complex adjustments.

Void the invoice

Do this when the visit happened but you do not want to charge anything. Typical reasons are a complimentary service (a gift or compensation), a customer who paid outside Petboost, a pricing dispute settled by waiving the charge, and training or practice appointments.

1. Open the booking from Appointments.
2. On the Invoice, open Manage and select Void Invoice.
3. Select Void Invoice to confirm.

Petboost sets every line, services and add-ons, to $0.00 and changes the status to Invoice Amount Void. This cannot be undone. Void Invoice is available only while the booking is Ready to Pay or Payment Declined.

Retry a declined card

Do this when the booking shows Payment Declined.

1. Open the booking from Appointments.
2. On the Payment Declined card, read the decline reason and the card details.
3. Select Retry Card Payment.

If it fails again, ask the customer for a new card, take payment with the card reader or cash under Payment Method, or send a payment link. To ask for a new card, text them a card request from their Wallet tab. See Card on file.

Common decline reasons are:

• Insufficient funds
• An expired card
• A card blocked by the bank
• The card's daily spending limit reached

Send a payment link

Do this when the customer would rather pay online with another card.

1. Open the booking from Appointments.
2. On the Invoice, under Payment Method, choose Secure Payment Link.
3. Under Deliver Link By, choose SMS.
4. Select the button that shows the amount and Send by SMS.
5. Check the preview in Send Payment Link by SMS, then select Send Payment Link.

The customer receives an SMS with the link, enters their card details and pays.

Issue a refund

Do this when a customer needs money back after a card payment went through.

1. Open the booking from Appointments.
2. On the Invoice, open Manage and select Issue Refund.
3. Under Refund Type, choose Full Refund, or Partial Refund and enter the amount, up to Maximum amount.
4. Under Reason, choose Duplicate, Fraudulent, Requested by customer or Other.
5. Under Notify customer?, choose Send notification or Refund silently.
6. Select Process Refund.

Refunds take 5 to 10 days to appear on the customer's statement, and the refund appears in your Stripe dashboard. Stripe's fees for the original payment are not returned, and the refund itself adds no fee. The customer is emailed only when you choose Send notification.

Issue Refund refunds a card payment. A booking marked paid by Cash, Bank Transfer or Other EFTPOS has no card charge to refund, so Un-mark as Paid & Re-process in the same menu reopens it instead. A cancellation fee refunds separately, under Refund Cancellation Fee.

Handle a no-show on a held or paid booking

Do this when a customer with a pre-authorisation hold or a payment does not turn up. Your policy decides whether you keep the cancellation fee, refund part of the payment, or refund all of it.

1. Open the booking from Appointments.
2. Select Manage at the top of the booking, then Mark as no show.
3. Choose Charge Cancellation Fee to keep the fee, or Waive Cancellation Fee.
4. Choose Send notification or Mark silently, then select Confirm No Show.

With a hold on the card, Petboost takes the fee from the hold. The fee choice appears only when the service has a cancellation fee and the free cancellation window has passed. To give back part or all of a payment already taken, use Issue a refund.

Charge a different card

Petboost keeps one card on file for each customer, and a card charge always uses it. Do this when the customer wanted a different card charged.

1. Open the booking from Appointments and refund the charge in full, as in Issue a refund.
2. Ask the customer to replace their card. In the pet owner app they open Wallet and select Replace, or you can text them Text card update from their Wallet tab.
3. On the Invoice, select New Additional Sale, add the item and take the payment with the new card.

A fully refunded booking cannot be charged again, which is why the new payment goes on as an additional sale. To avoid this, ask customers to keep the card they want charged on file, and check the card before you process a large amount.

Add a message to the invoice

Do this to put a thank-you note, special instructions, a policy reminder or a discount explanation on the invoice.

1. Open the booking from Appointments.
2. On the Invoice, type your message under Invoice Message.
3. Select Attach Message to Invoice.

The message appears on the invoice PDF and in the invoice email.

Check an invoice email that did not arrive

Do this when a customer says the invoice email never came.

1. Open the booking from Appointments and open the Activity Log tab.
2. Find the email. A sent email shows a green badge, and one that did not go reads (not sent) after its name.
3. Check the email address on the customer's profile.
4. Ask the customer to check their spam or junk folder.

Petboost has no button that resends an invoice email. On a paid booking, select Download Receipt and send the PDF yourself. The usual causes are a typo in the email address, the customer's inbox being full or, rarely, their email provider blocking the message.

Follow up a declined pre-authorisation

Do this when a card could not be pre-authorised before the appointment. Petboost texts and emails the customer automatically, and the appointment stays booked. Petboost also emails you, under Email you: payment declined on Notifications.

1. Open the booking from Appointments.
2. Ask the customer to update their card. Open the menu beside the owner and select Send Quick Login SMS, or text them a card request from their Wallet tab.
3. When the card is updated, select Retry on Pre-authorisation declined. The button shows the amount.

If the card is not updated, take payment at the appointment with the card reader or cash. If the customer does not respond and your policy requires a payment method, consider declining the booking.

When to contact support

Contact Petboost support if:

• You need to change a paid invoice beyond a refund.
• A Stripe transaction shows a different amount from Petboost.
• A customer disputes a payment (a chargeback).
• You see discrepancies in your financial reports.
• A technical error stops an invoice action.

Related articles

• Payment Processing: the full payment guide
• Card Reader Setup: in-person payments
• Sales & Payments: package and sale payments
• When to Contact Stripe Support: Stripe-specific issues