For partners A real situation
A client cancels late and another never arrives. Apply your payment policy.
Cancel a booking inside the cancellation window and keep its deposit as the fee, mark a no-show, and collect the no-show fee at the till when there is no card to charge.
Recorded in a demo workspace. Narrated, with captions on.
Open the visit
A client rings to cancel today's booking. Open it from the calendar: the payment summary shows the deposit they paid when they booked.
The situation
Put it into practice.
A client rings this morning to cancel today's treatment, and they paid a deposit when they booked. Your first client of the day never arrived. Apply the payment policy to both.
What you will take away
You can cancel a visit and decide what happens to its deposit, mark a no-show, and collect a fee the card could not pay.
Before you start
The amounts come from your payment policy in Settings, or from the location's own policy. Cancelling and marking a no-show need appointment permission; collecting a fee needs point-of-sale permission.
Keep in mind
Nothing is charged or refunded until you confirm, and the dialog shows the amounts first. When a deposit is kept or a fee is charged, the client is always told. Refunding or keeping money against the policy needs a reason. A fee can only be charged to a saved card; without one, Collect fee takes it at the till.
Try the decision
A client cancels inside the window, and you want to give their deposit back as a goodwill gesture. What do you do?
Read the full walkthrough
1. Open the visit
A client rings to cancel today's booking. Open it from the calendar: the payment summary shows the deposit they paid when they booked.
2. Cancel it with a reason
Open the status and choose Cancelled, then type why. The reason stays with the visit and feeds the cancellation reports.
3. Decide on the deposit
The dialog shows the deposit and what your payment policy does with it. Inside the cancellation window, the policy keeps it as the late-cancellation fee. To refund it instead, choose Refund and give a reason; the money goes back to the card it came from.
4. Follow the policy and confirm
Here the policy stands, so choose Follow the policy, then Cancel appointment. When a deposit is kept, the client is always told by email. The confirmation shows the deposit kept, and the slot is free again.
5. Mark the no-show
Your first client of the day never arrived. Open their visit, open the status and choose No-show, then tick the no-show fee to charge it to the card on file.
6. See what is owed
With a card on file, the fee is charged straight away. This client has no saved card, so the visit shows the fee as owed, ready to collect.
7. Collect the fee
When they settle up, choose Collect fee. The sale holds only the fee, never the treatment that did not happen. Take it like any payment, here on the card terminal.
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