Charge or collect no-show fees
See customers who didn't show up and charge their card or send the fee to collection (appointment businesses).
When a customer misses an appointment, No Show Payments lets you charge the fee to their saved card or send it to collection. This page is for companies that sell services with appointments.
Before you start
- Staff member setting. Customers only leave a card when the staff member's Payment Type is set to No show fee. Set it on the staff member (resource) in the appointment app.
- Permission. You need the Payments permission, and write access to charge or send a claim.
- Collection (optional). Sending a fee to collection needs Inkasso switched on and the customer's SSN on file. See Inkasso for no-show claims.
- The page is shown for a staff member's schedule. Admins, and managers linked to a staff member, can use Show All Resources to see every staff member.
See your no-shows
Open No Show Payments in the Customers area. The list shows appointments with the status No Show, with Customer, Date, Services, Total price and Status. Use the chips to filter by status:
| Chip | Meaning |
|---|---|
| Unresolved (default) | Not charged and no claim in progress |
| Card & Collection | You can charge the card or send to collection |
| Card only | A card is saved, collection isn't possible |
| Collection only | No card, but collection is possible |
| In progress | A collection claim is active or pending |
| Resolved | The card was charged or the claim was paid |
| All | Everything |
Search by name, email, phone, SSN or service. A Charged tag means the fee has been taken from the card.
Charge the customer's card
Open the appointment
Click the row. No-Show Actions opens.
Choose Charge card
Click Charge card ("Charge the no-show fee on the customer's registered card"). This only shows if a card was saved and not already charged.
Pick the amount
Use the amount selector (quick choices 25%, 50%, 75% and Full of the appointment price) and click Charge ….
Confirm
Click Confirm when asked "Charge … on the customers card?".
After a charge, the window says Card charged with the date.
Send the fee to collection
Choose Send to collection
In No-Show Actions, click Send to collection ("Create an Inkasso claim using the customer's SSN").
Pick the amount and confirm
Choose the amount and click Create claim for …, then Confirm. A collection notice is sent to the customer through Inkasso.
A 10% commission fee applies to all successfully collected claims.
Claims are listed in the window with a status: Pending, Active, Paid, Failed or Cancelled. Open one to see its details or cancel it.
When there is nothing to do
If you see No card or SSN on file for this appointment, the customer has no saved card and no SSN. You can't charge or send a claim from here.
If an appointment has several staff members with a payment type, no card is stored. The appointment screen then says to charge the customer on arrival.
You can also open these actions from the appointment itself, in its No Show section.