How can i charge a cancellation fee with a card on file

[kahess09]

Hello,

I have a 24 hour cancellation fee and a client who canceled in 12. I went to charge the cancellation fee and it said there was no card attached the appointment. I'm guessing this is because i made this appointmnet for them but there was a card on file when i pulled up their client profile. How do i use their card on file to charge the cancellation fee without having to call them to give me their card over the phone?

[Tom]

Hey @kahess09,

Thanks for surfacing this—if you've enabled no-show protection, you can enforce the policy by heading over to your Calendar tab and clicking Cancel Appointment. If this happens within your cutoff window, you should see a No-Show window pop up and you'll be able to check the "Charge" box before clicking the blue Mark as No-Show button.

For additional information, have a look here: Hold Card for No-Show Protection.

If you'd like an account specialist to take a closer look into your settings, please get in touch with our Customer Success Team. They'll be able to make sure everything is configured correctly.

Hope this helps sort things out. Please let me know if you have any further questions.

[FatherHennepin]

Hi Tom, 

I run a barber shop and I am using the "Cancellation Policy" option properly. I have each fee set specifically for the service missed, and everything goes through when we charge the card. The thing is that my employees make commission and when we mark a "no show" and charge the "cancellation fee" it comes through the "Transaction" list for the day under the appropriate barbers name but then under the "Reports" these cancellation fees are listed as "uncategorized" and the charges do not go to the barbers paycheck. 

If i go to "Reports" I can only see all the charges listed as "uncategorized" which I assume are all the No Show Cancellations but I can no longer see which barber made the charge, like I could under the days "Transactions". 

Thanks for your Help! 

Father Hennepin   

[Lwelch]

I can’t figure out how to get my cancellation policy to work. I have one set up but when someone cancels it won’t charge the cancellation fee. And when I cancel an appointment for someone it won’t give me the option to charge cancellation fee.

i have also done everything it says in the settings but when it says go to payment and cancellation options there isn’t one?

[ashc]

Hi @Lwelch! Welcome to the Community.

I merged your post with an existing one in the Community on how to set up your cancellation policy.

Check out Tom's answer above for more details to make sure you're set up properly and how to contact our Appointments specialists if need be!

[TMAC11]

Why are clients able to remove card info so that we can’t charge cancellation fees? What’s the point of no show protection if clients can just work around the system!!!!