Deposits, Cancellation & No-show Fees, and Credit Card Capture

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    Keri Hemba

    I am having issues taking deposits via invoice. When it sends, it makes them pay a deposit on the deposit if that makes sense. So for example: if the service cost $50, the deposit required is $25 at 50%. But when I send the client an invoice with the $25 deposit, it only prompts them to pay $12.50. So it applies the 50% twice.

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    Bryce Goebel

    A wonderful change that requires purchase of yet another Vagaro add-on (the shopping cart) in order to use. So sad .......

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    Lisa Selenschek

    Will we be able to do this through the mobile app?

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    Donna J

    Bryce: that is not true. You can collect deposits and charge cancel/no-show fees without the Online shopping cart, see the Collect Deposits section of the article.

    "If you do not have the Online Shopping Cart or choose to leave the Require Deposit options for services turned off, you can still collect deposits.

    [...]

    If you don't have the Online Shopping Cart or have Deposits options set to Off, the Deposit Due amount will default to $0."

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    Donna J

    Hi Keri... I will do some testing on your issue and let you know or refer your comment to support. Thanks for bringing it to our attention!

    ...

    Keri - I was unable to recreate your issue so I'm going to refer your comment to support to open a ticket and contact you.

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    Donna J

    Hi Lisa... all of this works both in the Web and Vagaro Pro app versions. Please see the note before the Configure Deposits section begins:

    "Note: Because the detail for the Web and Vagaro Pro versions are practically identical, we will use demo screens from the Web version and only note differences between the two."

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    Keri Hemba

    Donna: the invoice itself looks great, it’s just when you click the button to pay it online, then it only charges them 50% of the deposit instead of the whole thing.

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    Donna J

    I finished paying the invoice I created and it collected 50% of the booking cost. I'm not sure what further testing I can do. Please work with our support team. I'm sure they'll be able to figure it out. Thanks!

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    Lisa Selenschek

    Hi Donna, I tried using the Vagaro App today to do a no show and the settings did not appear. I had to use the web version

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    Donna J

    Lisa... I'm sorry, but you're right! I was able to recreate your issue in my test system - indeed, the no-show fee comes up in the web but NOT the Vagaro Pro app version. I've put in a bug with the developers and they'll work on it - quickly, I hope!

    I'm really sorry about the problem and that you have to do a work-around right now. I'll post back here when it's fixed!

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    Donna J

    Lisa... I think you may not have the MOST recent version of the Vagaro Pro app... I just found that I had 4.9.4 (Android) installed on my phone, but updated to 4.9.6 (Android) and then it worked!

    If you're on iPhone, the current version is 4.6.8 or 4.6.9.

    Use the App Store or Google Play to update and you should be OK.

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    Jorge Santaella

    The system still doesn't permit to tax the deposits. Meaning when I charge 50% for deposit and the amount for the service is $100 the deposit charged is only $50 flat without tax (which would be $5.75). This creates an issue because when you go to check them out it only charges tax on the remaining $50 and not the full $100. Meaning it only charges $55.75 instead of $61.50 ($5.75 times 2) and I have to pay the difference to the government out of pocket. IT MAKES ABSOLUTELY NO SENSE. THIS IS AN ISSUE THAT REQUIRES IMMEDIATE ASSISTANCE AND I HAVE ALREADY GIVEN MY COMPLAINT TO CUSTOMER SERVICE TO NO AVAIL.

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    Allison Roussel

    Some background...I have a fitness studio. I require classes to be paid for up front 100% of the time (both in-studio and virtual classes). That can be via drop-in, memberships, packages. 

    In order to ensure all classes are pre-paid in full, I had to configure the 'Require Deposit or Capture Credit Card at Time of Booking Classes':

    - Deposits = On

    - Deposit Due = 100%

    - For Bookings Greater than or Equal to = $1

    Require payment for : New Customer, Old Customer 

    I do need a way to charge for late cancels and no-shows so was super excited to hear about this functionality...but based on the documentation and configuration, I still don't think this will work for me.

    In order to utilize this new functionality, I have to select 'Capture Credit Card'....which means I can no longer require class bookings to be paid for 100% up front? 

    It appears to be that I can either require 100% payment OR I can capture a card in order to manually charge people after the fact for the class or for late cancels/no -shows. 

    I'm not understanding why this functionality is linked to capture card only. This will end up costing me more money in the long run because it will be impossible to avoid chargebacks when people who haven't paid for the class up front get charged anyway for no-showing or late-cancelling. 

     

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    Donna J

    Jorge: I just did this on my test account and it charged tax on the entire service fee, not the remainder after the deposit. My settings in the Online Shopping Cart were:

    • Require Deposits at time of booking services: Deposits
    • Deposit Due: 50%
    • For Booking greater than/equal to: $1
    • Checked all the boxes.

    When I booked a service:

    • The service fee was $120
    • My configured tax for the service is 9.25%
    • I took the $60 deposit
    • When I checked out the appointment, the tax came up as $11.10 and the total charged was $71.10 ($60 balance + $11.10 tax based on $120).

    All I can suggest is that you have a configuration error, but I can't know what that is. Please revisit our support options and get an agent to work with you to resolve this. I can make a ticket from your comment, if you like.

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    Donna J

    Allison: I took down the two messages between us and have placed that info in a ticket I created for your issue. I'm sorry that the new feature is not working the way you need it to, and hope a discussion with support might help. I'll place both my original answer and your 2nd comment in the ticket.

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    Kari Zito

    Hello,

    We have been requiring 50% deposits for services at our hair salon and like the ease of booking and collecting the deposit with the recent update. One issue arose earlier this week and we wanted to see if there's a better workaround. The client changed their mind on what they wanted to have done with their hair after the deposit had been paid. We had to manually adjust the prices to compensate. The system would allow us to delete a deposited service from the checkout menu, but not change it. Then the new service was added and then the prices were adjusted to reflect the original deposit. The deposit amount for the deleted service seemed to vanish, no credit showed up under the client's profile or on the checkout screen. This seems like a bit of a cumbersome process.

    Our main questions are (1) Where does the money from deposited services go if that item is deleted? and (2) Is there a better workaround for adjusting deposited services?

    Maybe there's something we missed, but any suggestions would be much appreciated.

    Thank you.

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    Donna J

    Kari... sorry it took so long to answer... here's what I have from one of our support managers:

    1. There's a difference between deleting from checkout and deleting from the calendar. If they simply remove the service from Checkout, it can be pulled up again and fully checked out. It's just not being paid for in that moment. If they do decide to delete it from the calendar as well, then there will be an offer to refund the deposit. If the business declines, they can always go back and issue a refund later from the Transaction List.
    2. In my experience, there is not a solid way to alter a service that already has a deposit on it. The best way in practice has been to refund the deposit and apply a whole new charge to a different service.
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    Bri Varnadore

    So when choosing the deposit selection does this still capture a card on file for my clients? 

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    Donna J

    Bri: No... but if the customer has a card on file, the deposit option can use it. And the customer can add a card on file to their profile, or you can add one for them in the profile at any time. If they provide a card to pay for something at checkout, you can save it as their card on file for the future, too. the "Capture Credit Card" setting, requires that they provide a card on file.

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