You can cancel or delete appointments when a customer calls in to cancel, when an employee has a scheduling conflict, or for any other reason an appointment is no longer needed. If the customer has a repeating appointment or multiple appointments for that day, you can also choose to cancel all of their appointments at once. Not only can you refund the customer's payment, but you can also charge a cancellation fee to prevent frequent cancellations and no-shows, as well as make up for lost revenue from the cancellation.
Vagaro automatically records any cancellations in the customer's profile. If a customer cancels their appointments too often, you can prevent them from causing further issues by requiring a deposit before booking or requiring appointment acceptance.
Prerequisites: Requires a scheduled appointment on the Calendar. Credit Card Processing and the Online Shopping Cart is recommended when charging cancellation fees.
Cancel an appointment when your customers call in to cancel, when an employee has a scheduling conflict, or for any other reason an appointment is no longer needed.
To cancel an appointment:
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Go to the Calendar.
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Find the appointment, then select it.
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Select the Change Status list, and choose Cancel. A popup will be displayed.
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Optionally, if the customer has multiple or repeating appointments:
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For Repeating Appointments: Choose to delete just the occurrence (single appointment) or the series (all repeating appointments).
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For Multiple Appointments: Choose the appointments to be cancelled or cancel all of their appointments for the day. You can only cancel multiple appointments scheduled on the same day.
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Optionally, if the customer prepaid or put down a deposit for the service, choose whether to refund them. If you do, see Refund Prepaid Appointments.
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Enter a cancellation message and fee:
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Enter an optional message to your customer informing them about the cancellation.
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Enter an optional Cancellation Fee and choose a payment method. Leave this field blank to avoid charging a fee.
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Enable Notify Customer to notify your customer via text and email. This notification will also contain the optional message you added earlier.
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Optionally, add this cancellation to the customer cancellation history.
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Select Cancel Appointment or charge the fee.
If you accidentally added an appointment to your Calendar and want to remove it without notifying your customer or affecting their cancellation history, we recommend deleting an appointment instead of cancelling.
To delete an appointment:
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Go to the Calendar.
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Find the appointment, then select it.
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Select the Change Status list, and choose Delete. A popup will be displayed.
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Optionally, if the customer has multiple or repeating appointments:
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For Repeating Appointments: Choose to delete just the occurrence (single appointment) or the series (all repeating appointments).
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For Multiple Appointments: Choose the appointments to be cancelled or cancel all of their appointments for the day. You can only cancel multiple appointments scheduled on the same day.
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Optionally, if the customer prepaid or put down a deposit for the service, choose whether to refund them. If you do, see Refund Prepaid Appointments.
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Select Delete to confirm.
If a customer calls in to cancel their appointment or doesn't show up, you can manually charge a cancellation fee from the Calendar. If you have Credit Card Processing and the Online Shopping Cart turned on, you can require a customer to save a card on file before they book their appointment. This card can then be charged when cancelling an appointment from the Calendar.
Note
If a deposit has already been paid for a service or class, you can't charge an additional cancellation or no-show fee on top of it.
The option to charge a cancellation fee will be displayed whenever you Cancel an appointment. Select Do Not Charge to avoid charging a cancellation fee.
To charge a cancellation fee:
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Go to the Calendar.
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Select the appointment, select Change Status, and then select Cancel.
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In the Cancel Appointment popup, enter the Cancellation Fee to be charged. This can be based on a percentage of the total (Fee %) or a set fee.
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Select a payment method:
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On a Phone: Select Please select a payment method; then, if you have Credit Card Processing, send an invoice to the customer or use a card on file. Select Save & Apply when you're ready to charge the fee. You can also use one of the customer's package or membership visits to pay for the fee.
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On the Web, Tablet, or Pay Desk: If you have Credit Card Processing, send an invoice to the customer or use a card on file. You can also use one of the customer's package or membership visits to pay for the fee.
Tip
If you don't have Credit Card Processing, use another payment method from the Checkout screen.
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Enter any additional details for the cancellation, then charge the fee.
Appointments with the 100% Prepaid Appointment , Partial Deposit
, Paid by Membership
, and Paid by Package
icons on the Calendar have been fully or partially paid for. Cancelling an appointment with any of these icons will display a popup with the option to refund the customer. Select Refund to process the refund.
Keep the following in mind when refunding customers:
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If a customer purchased their appointment with a package, you can only refund the visit.
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If a customer used a membership to pay for an appointment, the visit can only be refunded with cash or a gift card.
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Credit card refunds may take three to five business days to post on the customer's bank statement.
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You can't undo a refund once processed.
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You can't refund credit/debit transactions 120 days (four months) after the purchase date.
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You can't refund to a different card.
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You can't issue multiple refunds for the same item. For instance, if you issued a partial refund for a service, you can't issue a full refund at a later time.
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In Canada, Vagaro currently can't refund Interac transactions.
To refund a prepaid appointment:
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Go to the Calendar.
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Select the appointment, select Change Status, and then select Cancel. A popup will display asking if you want to refund your customer.
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In the popup, select Refund.
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Configure your refund:
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On a Phone:
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On the Web, Tablet, or Pay Desk:
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Enter a reason for the refund and confirm:
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On the Phone: Select Refund, enter a reason for the refund, choose to email or print the refund receipt, and then select Continue to finalize the refund and cancel the appointment.
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On the Web, Tablet, or Pay Desk: Enter a reason for the refund, choose to email or print the refund receipt, and then select Refund to finalize the refund and cancel the appointment.
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