Booking cancellation settings control whether and when a booking can be changed. They do not provide a session-type selector that automatically issues full or percentage Stripe refunds.
Review the session's policy
Open Sessions and the relevant session-type configuration. Review the cancellation/rescheduling permissions, notice deadline and Count a session credit as used policy.
- After the client attends: the credit is used after confirmed attendance; cancellations and no-shows return it.
- When the cancellation window closes: the credit becomes used at the configured deadline; timely cancellations return it, while late cancellations and no-shows do not.
The credit rule is separate from a cash payment. Preserve and review the policy that applies to the actual booking rather than assuming an edit rewrites all historical bookings.
Handle a cash refund separately
Review the actual payment and the amount before issuing a refund through the supported payment/refund workflow. Do not tell a client that cancelling automatically returned money. A payment-provider refund receipt is evidence of a cash refund; a returned session credit is not.
Late-cancellation charges
Automatic late-cancellation charging is unavailable. A notice window or acknowledged policy does not queue a card charge. If you need a separate payment request, handle it deliberately through an appropriate reviewed billing workflow.
Explain the policy before booking
Use a clear session description and any applicable reviewed agreement to explain deadlines, credit treatment and your refund decision process. Do not promise an automated percentage-refund engine or add a cancellation fee that the product will not collect.
If the steps do not match what you see, contact support@coachful.co with the workspace URL, the action you tried and a screenshot without passwords or codes. Do not post client information in a public channel.