This article will show you how to process a no-show charge/fee for an appointment that has a deposit and the client missed their appointment or cancels late.
You can process a No Show charge when a client has done one of the following:
- Booked online and paid an online booking deposit.
- Booked in-house and paid an In-House Deposit through PhorestPay, and you chose to save their card details.
When a client makes an online booking, they agree to the Terms & Conditions outlined at the time of booking on the final confirmation screen.
If a client is a no-show, leave the appointment as is and let the red time bar lapse over the appointment. The appointment will automatically turn gray once the time has elapsed.
You'll also know if the appointment was booked online by the icon on the appointment.
To charge the No Show payment, single-click the appointment and click Pay, then follow one of the processes below (whichever one applies to you).
Jump to the Section Relevant to You:
If you are in the United States using PhorestPay through Bancard
Pay through the appointment using the Stored Card option
If you are using PhorestPay through Stripe
Choose No Show
Then select the optional value you wish to charge and click Apply No Show.
Payments will be routed through your PhorestPay account powered by Stripe.
Commission is not given to staff for a No Show Charge, as staff commission is only calculated on services performed.
If you are not using PhorestPay but are taking booking deposits online.
After clicking Pay on a no show appointment, you will see the prompt below. Enter the amount you want to charge and click on Charge. The card used to book the appointment originally will then be charged directly.
If you would like to know how to set up a PhorestPay account, check out this guide.
Note: No Show payments using this method (i.e. not using PhorestPay) are processed by Phorest on a monthly basis. Payouts can take 3-5 business days to reach your bank account. If you need more information about a particular payout, please feel free to contact our Finance team at email@example.com.
No Show Email/SMS Notification
You can also send your clients an automated No Show message via SMS or Email. To learn more, check out this guide.
How do I charge a No Show for a missed appointment on PhorestGo?
The same process applies on PhorestGo, regardless of whether an appointment is canceled late or a customer doesn't show for their appointment.
Open the appointment. In the appointment window, tap on More options and then on Cancel appointment.
If it is a series of appointments, these will be displayed. If you only want to delete the current appointment, click on Cancel appointment.
In the next window, enter the reason for cancellation, just as you would for appointments without a deposit. Enter the reason as 'no show'.
If you have a saved card, Phorest offers you the option of collecting a further amount in addition to the deposit. Without a saved card, you only have the option of withholding the deposit.
You will see four separate cancellation options:
- Refund the booking deposit
- Apply no additional charge but retain the booking deposit
- Keep the deposit and apply a custom charge
- Keep the deposit and charge the remaining fee
Enter the cancellation option of your choosing.
Enter your chosen fee and select Cancel appointment and charge.
In the booking rules, you specify a cancellation period, for example 24 hours.
Customers cannot cancel online themselves within the cancellation period, e.g. less than 24 hours before the appointment. They will be shown the store's telephone number and a message: "Please call us to cancel the booking, as it is within our 24-hour cancellation period."
If customers contact your store and wish to cancel within the cancellation period, you can treat this as a late cancellation.