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How do I charge clients a fee for no-shows and late cancellations?

Once you've set up your no-show protection and late cancellation policy and you’d like to charge clients a fee: 

No-show

1. Go to your Calendar Screenshot_2020-10-06_at_14.49.54.png and select the relevant appointment.

2. Click More Options (or the three_dots.png)  and select No-show. 

NOTE: You can only select no-show if the appointment start time has already passed.

If no-show protection is enabled and the client has confirmed their appointment with a payment card, a pop-up will display two options: to charge the appropriate penalty fee or to Continue without charge.

3. Select the desired option.

If you choose to continue without charging the client’s card, the appointment will be cancelled and marked as a no-show.

If you choose to charge the fee, you will be directed to the checkout screen, with the fee added and the client’s saved card details displayed. You also have the discretion to manually reduce the amount to charge. 

4. Click the Charge card option to process the payment. The client will be automatically notified of the fee charged.


Late cancellation

1. Go to your Calendar Screenshot_2020-10-06_at_14.49.54.png and select the relevant appointment.

2. Click More Options (or the three_dots.png)  and select Cancel. 

NOTE: You can only cancel an appointment if the appointment start time hasn't passed. If the appointment has already passed, use no-show protection instead.

If your late cancellation policy has been enabled and the client has confirmed their appointment with a payment card, a pop-up will display two options: to charge the late cancellation fee or to Continue without charge.

3. Select the desired option.

If you choose to continue without charging the client’s card, the appointment will be cancelled and marked as a no-show.

If you choose to charge the fee, you will be directed to the checkout screen, with the fee added and the client’s saved card details displayed. You also have the discretion to manually reduce the amount to charge. 

4. Click the Charge card option to process the payment. The client will be automatically notified of the fee charged.

NOTE: If a client removes their card from their account but the card is active, you’ll still be able to charge a fee for any appointments booked with it. If a client’s card has insufficient funds or has been cancelled between confirming an appointment and cancelling or not showing up, you won’t be able to process the penalty fee. You can continue attempting to charge the fee at any time without restriction. As soon as the card has sufficient funds, the payment will go through.

PRO TIP: You can track client no-shows and late cancellations in your Finance Summary, Sales Reports and the Sales Log Report. You can also view info about no-shows and late cancellations via your Analytics Dashboard.

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