Vagaro's cancellation and no-show fee feature can help prevent loss in income when customers cancel or don't show up to their appointments. You can easily charge cancellation/no-show fees manually when customers call in or don't show up and automatically when customers cancel online. In addition, cancellation fees act as a deterrent against last-minute cancellations, especially because your cancellation policy is visible to customers throughout your Online Booking Page. This article will cover how you can automatically set up cancellation fees for your business.
Prerequisites: This feature requires Credit Card Processing and the Online Shopping Cart.
Before you can charge cancellation and no-show fees, you need to enable Capture Credit Card in your Online Shopping Cart settings. This setting allows you to require a credit card when booking a service or class online. Once enabled, you can automatically charge customers for cancellations to help protect your business from unexpected cancellations.
To set up credit card capture and cancellation/no-show fees for services:
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Go to your Online Shopping Cart settings.
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On a phone: Go to → → .
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On a computer, tablet, or Paydesk: Go to → .
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Scroll down to Require Deposit or Capture Credit Card at the time of Booking Services and select Capture Credit Card.
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In the For Bookings Greater Than or Equal To box, enter the minimum service price that you want to require a credit card.
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In the Cancellation / No-Show Fee box, set a percentage-based or fixed fee.
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In the Cancellation Fee Cut-Off Time box, enter a cut-off time (in hours). Customers that cancel before the set time period (i.e., 24 hours) will not be charged a fee.
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Under Require Credit Card for, choose what type of customers require a credit card by selecting one or more of the following options:
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New customer appointments: No profile in your Customer List.
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Old customer appointments: Has a profile in your Customer List.
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House Call service appointments: For House Call appointments.
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Customer with no-shows or cancellations: You can view cancellation/no-show history on a customer's profile.
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In the Required Appointment Cancellation Fee Policy box, enter a cancellation policy for your business.
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If you set a cancellation fee, a cancellation policy will automatically generate.
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Select Save to finalize the changes made.
To set up credit card capture and cancellation/no-show fees for classes:
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Go to your Online Shopping Cart settings.
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On a phone: Go to → → .
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On a computer, tablet, or Paydesk: Go to → .
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Scroll down to Require Deposit or Capture Credit Card at the time of Booking Classes and select Capture Credit Card .
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In the For Bookings Greater Than or Equal To box, enter the minimum class price that you want to require a credit card.
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In the Cancellation / No-Show Fee box, set a percentage-based or fixed fee.
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In the Cancellation Fee Cut-Off Time box, enter a cut-off time (in hours). Customers that cancel before the set time period (i.e., 24 hours) will not be charged a fee.
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Under Require Credit Card for, choose what type of customers require a credit card by selecting one or more of the following options:
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New customer appointments: No profile in your Customer List.
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Old customer appointments: Has a profile in your Customer List.
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Customer with no-shows or cancellations: You can view cancellation/no-show history on a customer's profile.
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In the Required Class Cancellation Fee Policy box, enter a cancellation policy for your business.
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If you set a cancellation fee, a cancellation policy will automatically generate.
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Select Save to finalize the changes made.
Important
Ensure that you have enabled Customers Can Cancel Appointments in your Online Appointment Rules. If customers can't cancel themselves, you will have to manually charge a cancellation/no-show fee.
When a customer cancels their appointment through the Vagaro customer app or website, the system will charge a cancellation fee to the card saved on file. A fee will not be charged if the customer cancels before the cancellation fee cut-off window.
Here are some reports that can help you document your cancellation/no-shows:
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You can review your cancelled appointments in the Cancellation & No-Show report.
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You can review money earned from cancellation fees in the Transaction List by selecting the Cancellation Fee transaction type in Advanced Filters.
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