Charge no-show and cancellation fees
In this guide, you’ll learn how to manage fees for missed or cancelled appointments.
Charge an appointment no-show fee
The option to set a no-show is available only after the appointment start time and until the end of the same day.
- Open an existing appointment with a payment policy from your calendar.
- At the top of the right panel, click on the Appointment status and select No-show.
- On the confirmation screen, make sure the no-show fee checkbox is ticked.
- Under the No-show details, review how the no-show fee is charged based on the payment policy agreed to by the client.
- Choose to charge a fee based on the type of policy your client agreed to:
- Deposit: If the deposit covers the fee, no extra payment is needed. If it doesn’t, you can charge the difference or refund the client.
- Capture card details: Charge the no-show fee to the client’s saved card.
- Deposit: If the deposit covers the fee, no extra payment is needed. If it doesn’t, you can charge the difference or refund the client.
- Click on the Set as no-show button to confirm and charge.
Once marked as a no-show, the appointment's status and color will update in your calendar, and the no-show will be recorded in the client's profile.
Charge an appointment cancellation fee
- Open an existing appointment with an payment policy from your calendar.
- At the top of the right panel, click on the Appointment status and select Cancel.
- On the confirmation screen, make sure the late cancellation fee checkbox is ticked.
- Under the Cancellation reason, select a reason for the canceled appointment.
- Under the cancellation details, review how the cancellation fee is charged based on the payment policy agreed to by the client.
- Choose to charge a fee based on the type of policy your client agreed to:
- Deposit: Deposits are non-refundable and can be kept if the appointment is cancelled.
- Capture card details: Charge the cancellation to the client’s saved card.
- Deposit: Deposits are non-refundable and can be kept if the appointment is cancelled.
- Click on the Cancel appointment button to confirm.
Once marked as a no-show, the appointment's status and color is updated in your calendar, and the no-show is recorded in the client's profile.
On the confirmation screen, you can choose whether to notify the client. If a no-show or cancellation fee is charged, a notification is always sent. If no fee is charged, you can disable this option.
FAQs
- Save as unpaid so you can return later to retry the saved card or take payment another way.
- Go back and edit the payment method, then either reattempt the same card or collect the payment in cash.
The Marketplace New Client Fee is not charged if you mark an appointment as a no-show on the same day. If the client rebooks, the fee is deferred and applied to their next appointment.
If there are insufficient funds on the saved card, the payment will decline when charging a cancellation or no-show fee. When this happens, you’ll have a few options:
This ensures you can still collect the payment, even if the initial card charge fails. You can choose to or set up deposits to collect a payment upfront for future bookings, to reduce the risk of declined payments.
A no-show fee cannot be reversed once it has been charged. The appointment remains cancelled because the payment has already been processed.
You can manage appointment cancellation reasons in your scheduling settings. From there, you can review, edit, or add the reasons that appear when appointments are cancelled.
If you collect a deposit upfront and the client doesn’t attend, you can mark the appointment as a no-show and keep the deposit. However, you won’t be able to charge any additional no-show fee unless one was set up as a percentage beforehand.