Charging a cancellation fee can help prevent loss of income and discourage customers from cancelling appointments at the last minute or not showing up. You can manually charge these fees or automatically charge them when customers cancel their appointment in the Vagaro customer app or your Vagaro Listing Page, or if you mark them as a no-show. Make sure you add your cancellation policy to your Vagaro Listing Page to protect your business from customer chargebacks when they dispute your cancellation fee. Even so, you can also require a deposit at the time a customer books a service, which are more protected and less likely to be disputed.
Note
Vagaro only accepts and processes deposits and fees from Vagaro Merchant Services.
Before you can charge cancellation and no-show fees, you need to enable Capture Credit Card in your Online Shopping Cart settings to require customers to provide a credit card number when they book a service or class online. Once enabled, you can run the Cancellation & No-Show report to monitor how many appointments your customers have cancelled or missed, and view the fees you've collected by filtering the Transaction List report to show only the Cancellation Fee transaction type.
Important
Ensure that you have enabled Customers Can Cancel Appointments in your Online Appointment Rules. If customers can't cancel their appointments by themselves, you will have to manually charge your cancellation/no-show fee.
Prerequisites: This feature requires Credit Card Processing and the Online Shopping Cart.
To set up credit card capture to charge cancellation/no-show fees for services:
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Go to Online Shopping Cart:
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Phone: Select More
→ → .
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Computer, Tablet, Pay Desk, or PayPro: Select Settings
→ .
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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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Provide the following information:
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For Bookings Greater Than or Equal To: Enter the minimum service price that you want to require a credit card.
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Cancellation / No-Show Fee: Enter a percentage based on the service price or a fixed fee.
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Cancellation Fee Cut-Off Time: Enter the cut-off time (in hours). Customers who cancel before the set time period (e.g., 24 hours) will not be charged a fee.
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Require Credit Card for: Select at least one customer type that needs to provide a credit card number:
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New customer appointments: Customers who don't have a customer profile at your business.
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Old customer appointments: Customers who already have a customer profile at your business.
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Mobile service appointments: Customers who schedule a mobile service appointment
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Customer with no-shows or cancellations: Customers who have cancelled or missed an appointment or class at least once at your business.
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Enter your Required Appointment Cancellation Fee Policy to describe your business's cancellation policy. This text is also reflected and can be updated in the Facility Information and Online Appointment Rules screens.
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Select Save.
To set up credit card capture and cancellation/no-show fees for classes:
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Go to Online Shopping Cart:
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Phone: Select More
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Computer, Tablet, Pay Desk, or PayPro: Select Settings
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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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Provide the following information:
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For Bookings Greater Than or Equal To: Enter the minimum service price that you want to require a credit card.
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Cancellation / No-Show Fee: Enter a percentage of the class price or a fixed fee.
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Cancellation Fee Cut-Off Time: Enter the cut-off time (in hours). Customers who cancel before the set time period (e.g., 24 hours) will not be charged a fee.
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Require Credit Card for: Select at least one customer type that needs to provide a credit card number:
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New customer class sign ups: Customers who have never taken the class before.
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Old customer class sign ups: Customers who have already taken the class.
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Customer with no-shows or cancellations: Customers who have cancelled or missed an appointment or class at least once at your business.
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In the Required Class Cancellation Fee Policy box, enter a cancellation policy for your business. This text is also reflected and can be updated in the Facility Information and Online Appointment Rules screens.
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Select Save.
Comments
1 comment
For online booking with credit card capture enabled, does Vagaro save the client’s card on file for future use, or does the client need to manually enter their card information each time they schedule an appointment?
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