If your customer doesn't show up for their appointment or provide any notice, you can mark their appointment(s) as a no-show and charge a fee to their credit card.
Vagaro automatically records no-shows in the customer’s profile, allowing you to track repeat no-shows and require a deposit or appointment acceptance when needed.
Prerequisites: This feature requires a scheduled appointment on the Calendar.
You can mark an appointment as a no-show from the calendar, and then charge a fee. If the customer has multiple appointments on the same day, you can mark all of them as no-shows.
To mark an appointment as no-show:
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Go to the Calendar
screen, then select the calendar you want to view.
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Find the appointment.
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Select the appointment on the calendar to open its details, then select →
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If the customer has multiple appointments scheduled for that day, you can mark a single appointment or multiple appointments as no-show, then select NO-SHOW SELECTED.
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In No-Show Appointment, enter the following information:
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Message to Customer: The reason why this appointment was marked as a no-show. This message will appear in an email, text, and push notification to your customer if you choose to notify them.
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No-Show Fee: A fee charged to your customer because they didn't show up to their appointment. You can enter a fee, or a value may be prepopulated if you have an automatic no-show fee configured. See Charge a No-Show Fee to learn more.
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Notify Customer: Notify your customer of the no-show via email, text, and push notifications. You can't turn off this setting if you charge a no-show fee.
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If you entered a No-Show Fee, choose a payment method.
Note
Sending an invoice or going to the checkout screen will automatically mark it as a no-show once checkout is successful or the invoice is sent. You can skip the next step.
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Select No-Show Appointment or Charge Fee
The appointment's status will change to no-show. If you charged a no-show fee, a popup will confirm that the fee was charged, and a receipt will be sent to the customer's email.
To mark an appointment as a no-show:
-
Go to the Calendar
-
Find the appointment.
-
Select the appointment on the calendar to open its details, then select →
-
If the customer has multiple appointments scheduled for that day, you can mark a single appointment or multiple appointments as no-show, then select No-Show Appointment(s).
-
In No-Show Appointment, enter the following information:
-
Message to Customer: The reason why this appointment was marked as a no-show. This message will appear in an email, text, and push notification to your customer if you choose to notify them.
-
No-Show Fee: A fee charged to your customer because they didn't show up to their appointment. You can enter a fee, or a value may be prepopulated if you have an automatic no-show fee configured. See Charge a No-Show Fee to learn more.
-
Notify Customer: Notify your customer of the no-show via email, text, and push notifications. You can't turn off this setting if you charge a no-show fee.
-
-
If you entered a No-Show Fee, choose a payment method.
Note
Sending an invoice or going to the checkout screen will automatically mark it as a no-show once checkout is successful or the invoice is sent. You can skip the next step.
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Select No-Show Appointment or Charge No-Show Fee.
The appointment's status will change to no-show. If you charged a no-show fee, the checkout screen will appear where you can charge the customer.
If a customer doesn't show up for their appointment, you can manually charge a no-show fee from the calendar. If you have Credit Card Processing and Online Shopping Cart activated, you can require a customer to save a card on file before they book their appointment. This card can then be used to charge a no-show fee.
Keep in mind that if the customer prepaid for the appointment or put down a deposit, you can't charge a no-show fee.
Important
No-show and cancellation fees are at risk of being charged back by the customer. To prevent chargebacks, we recommend charging a deposit before the service.
To mark an appointment as no-show:
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Find the appointment, then change its status to No-Show.
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In No-Show Appointment, enter the following information:
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Message to Customer: The reason why this appointment was marked as a no-show. This message will appear in an email, text, and push notification to your customer if you choose to notify them.
-
Notify Customer: Notify your customer of the no-show via email, text, and push notifications. You can't turn off this setting if you charge a no-show fee.
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Enter a No-Show Fee.
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Choose a payment method.
Note
Sending an invoice or going to the checkout screen will automatically mark it as a no-show once checkout is successful or the invoice is sent. You can skip the next step.
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Select Charge Fee
The appointment's status will change to no-show. A popup will appear confirming that the fee was charged, and a receipt will be sent to the customer's email.
To mark an appointment as a no-show:
-
Find the appointment, then change its status to No-Show.
-
In No-Show Appointment, enter the following information:
-
Message to Customer: The reason why this appointment was marked as a no-show. This message will appear in an email, text, and push notification to your customer if you choose to notify them.
-
Notify Customer: Notify your customer of the no-show via email, text, and push notifications. You can't turn off this setting if you charge a no-show fee.
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Enter a No-Show Fee.
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Select Charge No-Show Fee.
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The checkout popup will appear. Collect payment for the no-show.
Comments
6 comments
how do we charge the client for no-show fee?
Please see this support article for how to set up deposits and no-show fees:
https://support.vagaro.com/hc/en-us/articles/1260805901229
How can we remove or reset a No show from a customers profile?
Hi India,
To remove a no-show from a customer's profile, you'll need to go to their Appointment History in their profile, filter “All Statuses” to No Show, find the no-showed appointment, and then mark it as “Service Completed.”
Clients are charged a 20% cancellation fee and Vagaro gives 35% of that to the therapist. For example, today we charged a $17 no-show fee and Vagaro automatically gave the therapist $6 (calculated in her payroll report). How do I change the percentage of how much the therapist receives from a no-show fee? Instead of an automatic 35% to them, I would like them to receive 100% of the no-show fee.
Hi Melanie, currently, there isn't a way to do this in Vagaro. You would need to manually send your employee the difference.
Thanks, Jamie
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