Sometimes a package stops being the right shape for a client — they're switching to privates, they're moving away, they want to put the value toward someone else's class. Cashing out converts what's left into a plain dollar balance on their account.
What gets cashed out
Only the free credits — the ones not already earmarked by a booked class. Credits held by upcoming bookings are not cashed out, and those bookings stay covered by the package.
The value is straightforward: the package's original price divided by its total number of sessions, times the number of free credits, rounded to the nearest cent.
If you want to cash out the credits sitting on future bookings too, cancel those bookings first. The credits return to the package, and you can cash it out again.
What happens when you do it
- A new account credit balance is created for the client, marked as a package cash-out.
- The package is marked expired and its free credit is zeroed, so it can't cover any new bookings.
- An audit log entry is written.
- The client gets a text about their new account credit — the same idea as the receipt a purchase gets.
That text is best-effort and never blocks the cash-out itself. It's skipped when the client has no phone on file, isn't opted in to SMS, or your studio is in Shadow Mode. When it's skipped, the reason is recorded so you're not left guessing.
When not to cash out
- Refunding an untouched package they already paid for. Use your refund flow — cashing out converts value into studio credit, which isn't the same as giving money back.
- Migration-status packages or historical obligations. These carry history from before BookYourMat; leave them alone.
Undoing a cash mark by mistake
A related but different fix: an appointment marked paid by cash when it shouldn't have been.
Marking an appointment paid via cash gives it a direct-paid status, which excludes it from package allocation. Undoing that removes the cash assignment and makes the appointment unpaid. That's all it does.
Some things it deliberately isn't:
- It isn't a refund, and it doesn't tell you whether physical cash ever changed hands. Don't describe it to a client as money coming back.
- It doesn't apply package credit. If the class should be covered by a package, that's a separate step you take afterwards.
It also won't work on appointments paid by Venmo, PayPal, Stripe, check, waived, pre-migration, or a package — and not when a payment record is linked to the appointment. In that case unlink the payment instead. See marking an appointment paid or removing a payment.
Common questions
The client has bookings ahead but I want the whole thing cashed out. Cancel the future bookings, let the credits return to the package, then cash out. There's no way to cash out a credit that's still holding a class.
Can I un-cash-out a package? The package is marked expired as part of the cash-out. What the client has instead is a dollar balance, which can pay for classes — including someone else's. See paying with account credit.
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