Record who cancelled when you cancel at the desk

When you cancel a visit from the appointment book, you say who cancelled it. That decides whether a fee applies, so it has to be a choice you make on purpose and nothing is selected for you.

• The client asked to cancel. The client phoned or wrote and you are recording it. Your cancel policy applies by timing, as if they had cancelled themselves. A late cancel can cost the fee.
• We are cancelling. The business cancels, for example the stylist is ill. No fee is ever charged, however close to the start it is, and any deposit goes back to the client to choose what to do with it.

The answer is saved with the cancellation. Closures, a staff departure and a reassignment that cannot be done count as the business cancelling without you choosing.

1. Know who asked for the cancellation. If you are not sure, ask before you cancel, because it decides whether the client is charged.
2. A Cancel reason is still required.

1. Open the appointment in the appointment book.
2. Type a Cancel reason.
3. Under Who is cancelling?, choose The client asked to cancel or We are cancelling. Cancel visit stays disabled until you choose.
4. Press Cancel visit.
5. For a client who did not come, press Mark as no-show instead. It does not ask who cancelled.

If a fee was owed and could not be charged, the appointment shows Fee owed. Press Retry fee capture to try the saved card again, or Paid at the desk once the client paid you directly.

If the client asked to cancel late and a fee applies, it is taken from their deposit or saved card and they are told. If the business cancelled, they are told their deposit is theirs to choose a refund or credit for, and no fee is charged.

• Choosing "The client asked to cancel" for something you cancelled. The client may be charged a fee they should not pay.
• Choosing "We are cancelling" to be kind to a late client. That waives the fee and returns the deposit. Change the policy instead if it is too strict.
• Cancelling to record a no-show. Use Mark as no-show. A cancel is judged by who cancelled and by timing.

The linked articles cover the cancel policy, what happens to a deposit, saved cards and the appointment book.