--- title: "Fix common deposit issues" url: "https://support.cosmesoft.app/en/article/fix-common-deposit-issues" language: "en" last_updated: "2026-09-05T01:11:23.039Z" --- # Fix common deposit issues Use this guide to diagnose and fix the most common problems with deposits in Cosmesoft. > If you're not sure how deposits work, start with [**About Deposits**.](https://support.cosmesoft.app/en/article/about-deposits) > For setup steps, see [**How to manage deposits**.](https://support.cosmesoft.app/en/article/how-to-manage-deposits) ## Problem 1 — Deposit badge (D!) is missing from an appointment **How you recognise it** - An appointment has been booked but there is no red or blue indicator on the calendar tile. **How to fix it** - **Check Service Settings** — Verify that the service booked has **Deposit Required** enabled in its configuration. - **Check Location** — Ensure deposits are enabled for the specific site in **Settings → Locations → Booking Settings**. - **Check Staff Settings** — Open **Settings → My Team** for the assigned clinician and ensure **Exclude Deposit Required** is NOT ticked. If the staff member has their own **Deposit Amount**, confirm it is set correctly. ## Problem 2 — Badge remains red (D!) after the client paid **How you recognise it** - The client has paid their deposit (e.g., over the phone), but the badge hasn't turned blue. **Most likely causes** - **Manual Entry Required** — If the payment was taken outside of Cosmesoft (e.g., directly on a non-integrated terminal), it must be manually recorded. - **Partial Payment** — The amount paid was less than the full required deposit. **How to fix it** - Click the appointment and select **Collect Deposit**. - Record the payment to settle the balance in the system, if it was only taken externally. - Ensure the **Total Paid** matches the **Required** amount. ## Problem 3 — Deposit not appearing at checkout **How you recognise it** - When checking out a client, the POS cart shows the full price without the deposit deduction. **How to fix it** - **Link Appointment** — Ensure you initiated the sale by clicking **Checkout** from the appointment tile. - **Sync Check** — If the cart was already open when the deposit was paid, refresh the cart page. - **Manual Credit** — You can manually select the deposit from the client's account credits within the POS if the automatic link was missed. ## Problem 4 — Handling a deposit after a cancellation or no-show **How you recognise it** - A client has cancelled their booking and you need to resolve their prepaid deposit. **Understanding your options** When a booking with a held deposit is cancelled, the deposit does not disappear automatically. The default action is to release it as **restricted deposit credit**, reserved for a future booking deposit. For no-shows or late cancellations, the deposit is not forfeited immediately; it remains held until the configured deposit expiry period has elapsed. ### Option A — Release to restricted deposit credit (default) This is the standard resolution available to all staff. The deposit becomes **restricted deposit credit** on the client’s account. It is reserved for a future booking deposit and is not available as general account balance or normal checkout spend. - Cancel the booking from the **Calendar** or **Appointment** screen. - When prompted, confirm the default action: **Release to restricted deposit credit**. - The deposit amount will be reserved on the client’s account as restricted deposit credit and can be consumed by the next eligible booking that requires a deposit. > **Tip:** This is the recommended approach in most cases. The client retains the value for a future required booking deposit, but the credit is restricted until it is applied to an eligible booking. ### Option B — Refund to original payment method (Admin / Manager only) If the client requires their money returned to their card, an Admin or Manager must process the refund. - Cancel the booking from the **Calendar** or **Appointment** screen. - Select **Refund to original payment method** (this option is only visible if you have Admin or Manager access). - Enter a **reason** for the refund (this field is mandatory). - Review the confirmation dialog and click **Confirm**. - The refund will be processed via Stripe back to the client's original payment method. > **Note:** Deposits paid via 2Pay may not be eligible for the original-method refund option. If the refund fails, the deposit remains held. You will see an error message with the option to retry the refund or release the deposit as restricted deposit credit instead. **Important:** If you do not have Admin or Manager access and the client insists on a card refund, escalate to your manager. Do not attempt to process a general POS refund for a deposit — use the cancellation workflow described above. ## Problem 5 — Deposit was not forfeited after a no-show or late cancellation **How you recognise it** - A booking was marked as a no-show or late cancellation, but the deposit still appears held or available for resolution. **Why this happens** Deposits are only forfeited after the configured **deposit expiry period** has elapsed. A background job checks eligible deposits and forfeits them only when the expiry window has passed. Until then, the deposit remains held and should not be treated as immediately forfeited. **How to fix it** - Check the site’s deposit expiry configuration. - Confirm the appointment was cancelled late or marked as a no-show according to your clinic policy. - Wait until the expiry period has elapsed, then check whether the background forfeiture job has processed the deposit. - If the expiry period has elapsed and the deposit is still not resolved, gather the Appointment ID and contact support. > **Important:** A cancelled booking released to restricted deposit credit is not part of this automatic forfeiture path. Restricted deposit credit remains reserved for a future eligible booking deposit unless separately refunded or otherwise resolved. ## Problem 5 — Deposit not showing on a rescheduled booking **How you recognise it** - A client rescheduled their appointment, but the new booking tile does not show the blue **D** badge. **How to fix it** - **Check the original booking** — Open the cancelled/rescheduled appointment and confirm the deposit status shows as **Transferred**. - **Check the new booking** — The deposit should be linked to the new appointment automatically. If the badge is missing, try refreshing the Calendar. - **Contact support** — If the deposit still does not appear on the new booking after a refresh, gather the Appointment IDs for both the original and new booking and contact support. ## Still not working? If the issue persists, gather the following before contacting support: - The Appointment ID (found in the URL). - The client's name and the date of the booking. - A screenshot of the Deposit Summary in the event dialog. ##