Overview
Cancel a payment when it has been created on a booking but has not yet been captured — for example, a payment link the guest has not paid, a charge scheduled for a future date, or a failed attempt you do not want to retry.
Cancelling a payment stops the charge and emails the guest automatically. It does not cancel the reservation or refund money already captured.
Before you start
Cancel payment is only available on desktop.
You need the Manage Amenitiz Pay transactions permission. Account owners have it by default. Other team members must be granted it by an account owner in Team settings → Amenitiz Pay.
Step-by-step
Go to Reservations or Planning.
Open the booking.
Click View booking details.
Click the Payments tab.
Find the payment in the list.
Click the 3 dots icon next to the payment.
Click Cancel payment.
The payment status changes to Cancelled. If it was a payment link, the link no longer works for the guest.
Important rules
⚠️ Warning — The guest receives an automatic email when you cancel a payment. Only cancel when you want the guest notified.
📌 Note — You can only cancel a payment in one of these statuses: Scheduled, Waiting, Failed, or Authentication required. In any other status, the Cancel payment button is not shown.
ℹ️ Important — Cancelling does not refund money already captured. If the guest's card has been charged, refund the payment instead. See How to refund a payment.
FAQs
Why can't I see the Cancel payment button?
Check two things. First, the payment status — only Scheduled, Waiting, Failed, and Authentication required payments can be cancelled. Second, your permissions — you need Manage Amenitiz Pay transactions, which an account owner grants in Team settings → Amenitiz Pay.
Does cancelling the payment cancel the reservation?
No. The booking stays active. To cancel the reservation, see How to Cancel a Reservation in Amenitiz.
Does cancelling refund the guest?
No. Cancelling only stops a payment that has not been captured. If the guest's card has already been charged, use the refund process instead. See How to refund a payment.
Does cancelling remove the charge from the bill?
No. The amount is still owed. Cancelling only stops the payment attempt. To remove the charge itself, see How to add, edit and delete a charge on a booking.
Will the guest know I cancelled the payment?
Yes. The guest receives an automatic email when you cancel a payment. If you do not want them notified, do not cancel the payment.
Can I cancel a payment from the mobile app?
No. Cancel payment is only available on desktop.