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Cancel Appointments From the Calendar & Charge a Fee

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Jamie B
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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. You can also cancel all of their appointments at once if they have multiple or recurring appointments. 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.

cancellations_on_profile_web_2x.png

Prerequisites: This feature requires a scheduled appointment on the Calendar. Credit Card Processing and Online Shopping Cart are also recommended when charging no-show fees.

What's in This Article?

Cancel Appointments

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.

On a Phone

To cancel an appointment:

  1. Go to the Calendar.

  2. Find the appointment, then select it.

  3. Select the Change Status list, and choose Cancel. A popup will be displayed.

  4. If the customer has multiple appointments for the day or has a recurring service, choose to cancel one or multiple appointments:

    • If the service is recurring, choose to Cancel This Occurrence (single appointment) or Cancel Series (all repeating appointments).

      cancel_recurring_appointment_vpro_2x.png

    • If the customer has multiple appointments scheduled today, select the appointments to be cancelled, then select Cancel Selected. You can only cancel multiple appointments scheduled on the same day.

      cancel_multiple_appointments_vpro_2x.png

  5. If the customer prepaid or put down a deposit for the service, choose whether to refund them. If you do, see Refund Prepaid Appointments.

  6. Enter an optional message to your customer about the cancellation, then toggle Notify Customer to ensure your customer is notified via text and email.

  7. Charge an optional cancellation fee.

  8. To prevent this cancellation from going on the customer's record, deselect Add to Cancellation History. You may want to do this if the customer gave ample notice of the cancellation.

  9. Select Cancel Appointment or Charge Fee.

On the Web, Tablet, Pay Desk, or PayPro

To cancel an appointment:

  1. Go to the Calendar.

  2. Find the appointment, then select it.

  3. Select the Change Status list, and choose Cancel. A popup will be displayed.

  4. If the customer has multiple appointments for the day or the service is recurring, choose to cancel one or multiple appointments:

    • If the service is recurring, choose to Cancel only this occurrence (single appointment) or Cancel the series (all repeating appointments).

      cancel_recurring_appointment_web_2x.png

    • If the customer has multiple appointments scheduled today, select the appointments to be cancelled, then select Cancel Appointment(s). You can only cancel the appointments scheduled on the same day.

      cancel_multiple_appointments_web_2x.png

  5. If the customer prepaid or put down a deposit for the service, choose whether to refund them. If you do, see Refund Prepaid Appointments.

  6. Enter an optional message to your customer about the cancellation, then select Notify Customer to ensure your customer is notified via text and email.

  7. Charge an optional cancellation fee.

  8. To prevent this cancellation from going on the customer's record, deselect Add to customer's cancellation history. You may want to do this if the customer gave ample notice of the cancellation.

  9. Select Cancel Appointment or Charge Fee.

Charge a Cancellation Fee

If a customer calls in to cancel their appointment or doesn't show up, you can manually charge a cancellation fee from the Calendar. Alternatively, if you have Credit Card Processing and Online Shopping Cart enabled, you can save a customer's card on file when they first booked their appointment and charge a fee whenever they cancel.

Tip

If the customer prepaid or put down a deposit for the appointment, you can't charge a cancellation fee.

No-show fees & Cancellation Fees are at risk of being charged back by the customer. To prevent chargebacks, we recommend charging a deposit before the service or having a clearly stated cancellation and no-show policy.

On a Phone

To charge a cancellation fee:

  1. Go to the Calendar.

  2. Find the appointment, then select it.

  3. Select the Change Status list, and choose Cancel. A popup will be displayed.

  4. If the customer has multiple appointments for the day or has a recurring service, choose to cancel one or multiple appointments:

    • If the service is recurring, choose to Cancel This Occurrence (single appointment) or Cancel Series (all repeating appointments).

      cancel_recurring_appointment_vpro_2x.png

    • If the customer has multiple appointments scheduled today, select the appointments to be cancelled, then select Cancel Selected. You can only cancel multiple appointments scheduled on the same day.

      cancel_multiple_appointments_vpro_2x.png

  5. If the customer prepaid or put down a deposit for the service, choose whether to refund them. If you do, see Refund Prepaid Appointments.

  6. Enter an optional message to your customer about the cancellation, then toggle Notify Customer to ensure your customer is notified via text and email.

  7. Charge the cancellation fee:

    cancellation_fee_vpro_2x.png

    1. Enter the Cancellation Fee to be charged, or choose a percentage of the total (Fee %).

    2. Select Please select a payment method.

    3. Choose a payment method, like an invoice, credit card on file, gift card, or Use Checkout Screen.

      Note

      You can deduct one of the customer's membership or package visits by going to Checkout.

      payment_method_no_show_vpro_2x.png

    4. If you go to Checkout, use another payment method and check the customer out. The system will redirect you to the Calendar and will mark the customer's appointment as cancelled.

  8. To prevent this cancellation from going on the customer's record, deselect Add to Cancellation History. You may want to do this if the customer gave ample notice of the cancellation.

  9. Select Charge Fee.

On the Web, Tablet, Pay Desk, or PayPro

To charge a cancellation fee:

  1. Go to the Calendar.

  2. Find the appointment, then select it.

  3. Select the Change Status list, and choose Cancel. A popup will be displayed.

  4. If the customer has multiple appointments for the day or the service is recurring, choose to cancel one or multiple appointments:

    • If the service is recurring, choose to Cancel only this occurrence (single appointment) or Cancel the series (all repeating appointments).

      cancel_recurring_appointment_web_2x.png

    • If the customer has multiple appointments scheduled today, select the appointments to be cancelled, then select Cancel Appointment(s). You can only cancel the appointments scheduled on the same day.

      cancel_multiple_appointments_web_2x.png

  5. If the customer prepaid or put down a deposit for the service, choose whether to refund them. If you do, see Refund Prepaid Appointments.

  6. Enter an optional message to your customer about the cancellation, then select Notify Customer to ensure your customer is notified via text and email.

  7. Enter an optional cancellation fee:

    charging_a_fee_web_2x.png

    1. Enter the Cancellation Fee to be charged.

    2. Choose a payment method, like an invoice, credit card on file, package/membership visit, or gift card, or use a different payment method at Checkout.

    3. If you go to Checkout, use another payment method and check the customer out. The system will redirect you to the Calendar and mark the customer's appointment as Cancelled.

  8. To prevent this cancellation from going on the customer's record, deselect Add to customer's cancellation history. You may want to do this if the customer gave ample notice of the cancellation.

  9. Select Charge Fee

Delete Appointments

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 it.

On a Phone

To delete an appointment:

  1. Go to the Calendar.

  2. Find the appointment, then select it.

  3. Select the Change Status list, and choose Delete. A popup will be displayed.

  4. If the customer has multiple appointments for the day or the service is recurring, choose to cancel one or multiple appointments:

    • If the service is recurring, choose to Delete This Occurrence (single appointment) or Delete Series (all repeating appointments).

      delete_recurring_appointments_vpro_2x.png

    • If the customer has multiple appointments scheduled today, select the appointments to be deleted, then select Delete Selected. You can only delete multiple appointments scheduled on the same day.

      delete_multiple_appointment_vpro_2x__2_.png

  5. If the customer prepaid or put down a deposit for the service, choose whether to refund them. If you do, see Refund Prepaid Appointments.

  6. Select Delete to confirm.

On the Web, Tablet, Pay Desk, or PayPro

To delete an appointment:

  1. Go to the Calendar.

  2. Find the appointment, then select it.

  3. Select Delete.

  4. If the customer has multiple appointments for the day or the service is recurring, choose to delete one or multiple appointments:

    • If the service is recurring, choose to Delete only this occurrence (single appointment) or Delete the series (all repeating appointments).

      delete_recurring_appointments_web_2x.png

    • If the customer has multiple appointments scheduled today, select the appointments to be cancelled, then select Delete Appointment(s). You can only cancel the appointments scheduled on the same day.

      delete_multiple_appointment_web_2x.png

  5. If the customer prepaid or put down a deposit for the service, choose whether to refund them. If you do, see Refund Prepaid Appointments.

  6. Select Delete to confirm.

Refund Prepaid Appointments

Appointments with the 100% Prepaid Appointment PrePaidAppt.png, Partial Deposit (D) Deposit Paid, Paid by Membership membership.png, and Paid by Package package.png 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.

Keep the following in mind when refunding customers:

  • If a customer purchased their appointment with a package, you can only refund the visit.

  • If a customer used a membership to pay for an appointment, the visit can only be refunded with cash or a gift card.

  • Credit card refunds may take three to five business days to post on the customer's bank statement.

  • You can't undo a refund once processed.

  • You can't refund credit/debit transactions 120 days (four months) after the purchase date.

  • You can't refund to a different card.

  • 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.

  • In Canada, Vagaro currently can't refund Interac transactions.

To refund a prepaid appointment:

On a Phone

To refund a prepaid appointment:

  1. Go to the Calendar.

  2. Select the appointment, select Change Status, and then select Cancel or Delete. A popup will display asking if you want to refund your customer.

  3. In the popup, select Refund.

  4. Configure your refund:

    1. Under the item to be refunded, select Refund.

      VPro_select_refund_2.png

    2. Enter the Refund Amount, then select Next.

    3. Enter how you would like to distribute the refund, like with cash or a gift card, then select Submit.

  5. Select Refund.

  6. Enter a reason and send a receipt:

    • Enter a reason for the refund.

    • Choose to send no receipt, Email Receipt, Print Receipt, or both.

  7. Select Continue.

    Depending on what you selected, the receipt will be sent to the customer's email address and/or you can print the receipt.

On the Web, Tablet, Pay Desk, or PayPro

To refund a prepaid appointment:

  1. Go to the Calendar.

  2. Select the appointment, select Change Status, and then select Cancel or Delete. A popup will display asking if you want to refund your customer.

  3. In the popup, select Refund.

  4. Configure your refund:

    1. Select a box under the preferred refund option (i.e., cash, credit, or gift card).

      refund_detail_screen.png

    2. Enter the Refund Amount, then select Next.

    3. Enter how you would like to distribute the refund, like with cash or a gift card, then select Submit.

  5. Enter a reason for the refund and send a receipt:

    • Enter a Reason for Refund.

    • Choose to send no receipt, Email Receipt, Print Receipt, or both.

  6. Select Refund.

    Depending on what you selected, the receipt will be sent to the customer's email address and/or you can print the receipt.

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