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Set up upfront payments

Protect yourself against no-shows and late cancellations by collecting full or partial upfront payments (in-store or online) for all or specific services and clients.

This guide covers: 

Getting started

Before setting up upfront payments, start by enabling payment processing for your Fresha account.

Setting up upfront payments

Set a requirement for clients to pay the full or a partial amount of their appointment price either in-store or during online booking. Any outstanding balance can be charged once the appointment is completed. To activate upfront payments:

  1. Head to Payments and scroll down to Upfront payments
  2. Click on Manage to view your current policy, then select Update.
  3. Choose Collect upfront payments and proceed to the Next step.
  4. Decide whether you want the Same upfront payment for all services or to Customize upfront payment per service
  5. Enter the Upfront payment amount as a fixed value or a percentage of the service cost. If customizing, specify the amount for each service.
  6. Select whether the upfront payment should apply to All clients or specific Client groups, allowing you to tailor the requirement as needed.
  7. Define your policy and terms by providing a summary of your upfront payment policy, including any additional details or conditions clients should be aware of when booking appointments.
  8. Click Finish to apply upfront payments for both online and offline appointments.

NOTE: Only one policy can be active at a time and you can choose between Upfront payments and Capturing card details.

TOP TIP:

  • Choose whether the upfront payment applies to specific clients by enabling or disabling the setting in their client profile.
  • Clients are initially labeled as new clients until they have a completed appointment that's been checked out. If you choose to enable the upfront payment for the new clients group, make sure to checkout and complete the appointments to prevent regular clients from being classed as new clients.

Adding upfront payments to appointments

If a service is not set up to require upfront payment by default, you can manually add this requirement to the appointment with the option to collect in-store or send a request for the clients to make payment.

Send a request

  1. Open your Calendar and create a new appointment or select an existing one.
  2. Under Payment policy, use the drop-down menu to select Edit policy
  3. Adjust the Upfront payment value. This can be a fixed rate or a percentage of the appointment cost.  
  4. Select Send a request, click Apply and Save.
  5. After saving the appointment, the client will receive a notification requiring them to confirm by making payment. 

Collect in-store

  1. Open your Calendar and create a new appointment or select an existing one.
  2. Under Payment policy, use the drop-down menu to select Edit policy
  3. Adjust the Upfront payment value. This can be a fixed rate or a percentage of the appointment cost.  
  4. Select Collect in-store to take payment the client is with you. 
  5. Click Apply, then select Save and pay
  6. You can take the upfront payment using the client’s payment card, a Fresha card terminal, Manual card entry, gift cards or Tap to Pay on an iPhone.
  7. Click Pay now to collect the payment.

NOTE:

  • You can manually add an upfront payment to any appointment, regardless of whether the policy is applied to the service or client.
  • Upfront payments cannot be collected for walk-in clients, you'll need to add a client to the appointment before an upfront payment can be added.
  • When collecting upfront payments, no invoice will be generated. An invoice will be issued when the appointment is checked out and completed.
  • Split payments are currently not supported for upfront payment collections.

Editing the upfront payment policy

  1. Open your Calendar and select an existing appointment.
  2. Under Payment policy, select Edit policy
  3. Make the necessary adjustments to the upfront payment policy.
  4. Click Apply and follow the steps on-screen. 

Sending upfront payment reminders

  1. Open your Calendar and select an existing appointment.
  2. Click on the three dots next to the upfront payment and select Send reminder.
  3. A notification will appear at the top of your screen to confirm the reminder has been sent. 

NOTE: If a client has not yet paid the required upfront payment to secure their appointment, you can use the same steps to send a payment reminder message.

Removing upfront payments

To remove the upfront payment from an appointment: 

  1. Open your Calendar and create a new appointment or select an existing one.
  2. Click on the three dots next to the Upfront payment and select Remove policy. 
  3. Click Save.

NOTE: Once an upfront payment has been removed, you can return to the appointment and add a new upfront payment

Refunding upfront payments

By default, upfront payments are non-refundable however you can choose to refund these at your discretion.

Refund an upfront payment

  1. Open your Calendar and select an appointment where an upfront payment has been paid. 
  2. Click on the three dots and select Refund upfront payment.
  3. Click Confirm to proceed with the refund.
  4. The refund will be applied to the client's card within a few working days.

NOTE: Once an upfront payment has been refunded from an appointment, you cannot add another upfront payment.

Cancel an appointment and refund an upfront payment

  1. Open your Calendar and select the appointment you want to cancel.  
  2. Click on the three dots and select Cancel.
  3. Select a cancellation reason and mark the checkbox if you want to notify the client. 
  4. Choose Refund and click Confirm to proceed with the refund.

Mark an appointment as no-show and refund an upfront payment

  1. Open your Calendar and select the appointment you want to cancel.  
  2. Click on the three dots and select No-show.
  3. Mark the checkbox if you want to notify the client.
  4. Choose Refund to process the refund and mark the appointment as a no-show.

NOTE:

  • Once an upfront payment has been refunded, it will apply to the client's card within a few working days.
  • If you cancel or mark an appointment as a no-show and choose to Keep the upfront payment, you will be directed to the checkout page to raise a sale and generate an invoice.

FAQs

Q. Can I change the amount upfront payment amount after setting it’s been enabled?
Yes, there are two ways you can adjust the upfront payment policy:

  • Adjust the upfront payment policy at any time by going to Payments and selecting Manage next to Upfront payments. The new adjusted value will apply to new bookings made.

  • You can manually adjust the upfront payment value for individual appointments by opening the appointment, selecting the three dots next to Upfront payment and selecting Edit to change the value. 

Q. Can upfront payments be applied to some services and not others?
You can customize which service the upfront payment policy applies to by selecting the individual services when enabling the setting.


Q. Will the client receive the self checkout reminder by email or text?
The self checkout link for collecting an upfront payment will be sent to the client’s contact details from their profile by both email and text (set up an automated top-up for your text message allowance to avoid running out of text messages).  


Q. What happens to the upfront payment if the service booked has changed?
If the client has already p
aid the upfront payment, the policy will remain unchanged, regardless of any changes made to services or the appointment cost. The remaining balance to be paid for the appointment will be adjusted, accounting for the upfront amount paid to secure it.

If the upfront payment has not been paid and the price of the booked service increases or the new service is higher than the original appointment cost, the client will be requested to reconfirm the appointment and agree with the new upfront payment policy.


Q. Will there be a fee for taking upfront payments?
When processing upfront payments, payment processing fees will apply. Learn more about these fees. 


Q. Will the upfront payment policy apply to all appointments once enabled?
The upfront payment policy will only apply to new appointments created after the policy is enabled. Any appointments created before the policy was enabled, will require you to manually add an upfront payment


Q. Does the Marketplace New Client Fee apply to the upfront payment value?
No, the Marketplace New Client Fee is calculated based on the full appointment value. Learn more about Fresha’s Marketplace New Client Fee.


Q. Do I have to pay the Marketplace New Client Fee if my client is a no-show?
No, you will not be charged the Marketplace New Client Fee if your client does not show up, provided you mark the appointment as a no-show on the same day. If the client chooses to book again, the fee will be deferred and charged based on the value of the next appointment.

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