No-shows, customer flags and deposits

Marking a no-show

Open the booking. Once the appointment time has passed, press No-show. If it was a mistake, press Undo no-show.

Bookings from the last week whose time has passed with nothing recorded show up in an Outcomes needed chip on the Tasks page, so you can close each one in a tap.

A no-show counts toward a flag 24 hours after it's marked, so a mistake undone the same day never flags anyone.

Flagging customers automatically

• Flag customers who don't turn up: on by default, after 2 no-shows counted over 6 months. You can count over 30 days, 90 days, 6 months, 12 months or ever.
• Count late cancellations: when staff tick "Late cancellation" on a cancelled booking, it counts like a no-show.
• Remove an automatic flag: never, or after 1, 2, 3 or 5 visits the customer turns up to.
• Email the customer when a no-show is recorded: off unless you turn it on.

Customers never see that they're flagged. They only see that a deposit is needed to confirm. Only owners, admins and managers can change these settings.

Flagging one customer by hand

On the customer's page, the actions menu has Flag: require deposit… and Mark as exempt…. Owners, admins and managers can use them. You can set a different deposit for that customer when you flag them. Flags you set or remove by hand always win over the automatic rules.

A deposit for flagged customers

Switch on Deposit for flagged customers, then choose a fixed amount, or a percentage of the price with an optional minimum. It's never more than the price of the booking.

The deposit is asked for when a flagged customer books a one-to-one appointment online. Classes are booked without a deposit, and your team sees the flag instead.

Choose what happens to the deposit:

• Keep the deposit as the no-show fee (recommended)
• Don't keep it automatically, so you decide yourself

Either way, the deposit comes off the bill when the customer comes in, and it's refunded if they cancel more than 24 hours ahead. Card deposits are refunded automatically; you're reminded to return transfers yourself.

If you can't take a deposit online yet, choose Take the booking without a deposit or Ask them to contact you to book.

How the deposit is paid

• By card: needs card payments connected (see Connecting Stripe).
• By bank transfer, GCash or QR: switch on Bank transfer, GCash and QR deposits, add your account details, and set Reference starts with. The customer taps "I've sent it", and you confirm it from the Deposits to confirm chip on the Tasks page.

How long an unpaid booking is held: 20 minutes for card payments and 12 hours for transfers, unless you change them. A transfer hold always ends at least an hour before the appointment. If the deposit doesn't arrive, the booking is released and the time opens up again.

A no-show fee

Switch on No-show fee and set a fixed amount or a percentage of the price. It's charged to the customer's saved card only when staff choose to: tick Charge the no-show fee while marking a one-to-one booking as a no-show, or press Charge no-show fee on it afterwards. If a deposit was kept, the deposit is the fee.