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Why didn’t my cancellation fee charge the client?

Understanding failed cancellation fee payments

If your cancellation fee that you set via HUSL didn’t go through, it means the fee was successfully triggered in HUSL, but the payment was declined by the client’s bank.

This is outside of HUSL’s control and can happen for reasons such as:

  • Expired or invalid card details
  • Insufficient funds
  • Bank security or fraud rejection

Even though the fee is initiated correctly, the final approval always sits with the client’s bank.

How cancellation fees work

  1. A cancellation fee is automatically triggered in HUSL
  2. The system sends the payment request to the client’s bank
  3. The bank either approves or declines the transaction
  4. If declined, the fee will not be collected

Why this happens

Stripe is integrated with HUSL, and Stripe validates and stores card details securely, but banks may still decline payments at the time of processing based on their own rules and checks.

This is standard across all payment systems and is not specific to HUSL.

What we’re improving

We’re actively working on updates to make this clearer and more reliable, including:

  • Better visibility of failed cancellation fee attempts in client records
  • Ability to re-attempt failed charges where possible
  • Reducing the likelihood of failed collections in future updates

What you can do next

If the cancellation fee hasn’t been collected, you can send a manual invoice to your client through HUSL.

Step-by-Step: Send payment manually

1. Create a “Cancellation Fee” service

From the HUSL home screen:

  1. Tap the bottom UP arrow (↑)
  2. Go to Manage My Services
  3. Tap the + button to add a new service
  4. Fill in the details:
    • Service Name: Cancellation Fee
    • Category: Others
    • Price: $1 (you can adjust the final amount later)
    • Service Duration: 15 minutes (this is mandatory but does not affect bookings)
  5. Save the service

2. Send the invoice to your client

From the home screen:

  1. Tap the Customer icon (bottom middle)
  2. Select the relevant client
  3. Tap New Order
  4. Select Add Services
  5. Search for “Cancellation Fee”
  6. Tap Cancellation Fee
  7. Adjust the price to the correct amount
  8. Tap Add Service to Bill
  9. Go to Bill
  10. Select Complete Payment
  11. Send the bill via SMS or email

📩 Payment reminder note

If the invoice is not paid, HUSL will automatically send a reminder to your client every 24 hours until the invoice is marked as paid.

💡 Tip

Creating a dedicated “Cancellation Fee” service makes it faster to apply fees in future and keeps your reporting clean and consistent.

If this happens often with a specific client, it’s worth:

  • Checking their card details are up to date
  • Asking them to add a backup payment method
  • Collecting payment immediately at rebooking where possible

✅ Bottom line

The cancellation fee was applied correctly in HUSL, but the client’s bank declined the transaction, preventing payment from going through.


Need help? Email: Indiesupport@husl.io