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Must know
  • Cancel returns no money; Refund returns money to the customer.
  • Open a Draft, Unpaid, or Overdue invoice and you’ll see Cancel invoice; paid invoices show Issue refund. In the invoices list, a Draft shows Delete instead — that removes the draft for good.
  • Refunds apply to any invoice where money has moved — Paid, Partially paid, or already Partially refunded; once fully refunded the invoice shows Refunded.
  • Refunding a paid line defaults to Cancel & refund (ends the linked registration); switch to Refund only to return the money and keep it active.
Both actions end a charge — the difference is whether money changes hands. Cancelling voids a charge that hasn’t been paid, or removes a line without sending money back. No funds move. On a draft or unpaid invoice, Cancel invoice voids the whole thing — or you can tick individual lines and cancel just those. On a paid invoice, you cancel a line by entering $0.00 for it in the refund dialog. Refunding returns money the customer already paid. It’s only possible once money has moved on the invoice (Paid, Partially paid, or already Partially refunded), and it always works line by line — you choose which items to refund and how much for each. Which button you see depends on the invoice’s status:
  • Draft / Unpaid / Overdue (nothing paid yet) → open the invoice and you’ll see Cancel invoice, which voids it; no money moves. In the invoices list, a Draft offers Delete instead — that permanently removes the draft rather than voiding it.
  • Paid / Partially paid → Issue refund. Opens the line-item refund dialog, where you can either return money or cancel a line for $0.00.
In the refund dialog, the default Cancel & refund (and cancelling specific lines on an unpaid invoice) also cancels the enrollment, registration, or order those lines paid for; Refund only returns the money and leaves those records active. The customer gets an email whenever money is refunded to their payment method; a refund recorded as handled in cash outside the platform doesn’t send one. When a cancellation ends an athlete’s whole enrollment, the family is also emailed a Program Cancellation notice — a locked system default you can view under your notification settings but not edit or turn off. (A family already getting the refund email for that same cancellation won’t also get a separate notice.) A $0.00 cancel of a store-product line is silent. The whole-invoice Cancel invoice button works differently — it just voids the invoice and clears the charge from the family’s balance, touching no enrollment and sending no notification. Related: How do I refund a paid invoice? · Cancel a line item without refunding · How do I cancel an unpaid invoice? · Which purchases can I refund?