No one likes wasting their time. Set up a cancellation policy and say goodbye to lost revenue caused by late cancellations and no shows.
What is cancellation protection?
Cancellation protection allows you to set a cancellation policy that your clients must agree to in order to request a booking.
Clients are required to enter their card details to confirm their booking, and their card would be charged if they're marked as a no show by an admin, or if they cancel within the specified cancellation window. Clients will see a warning of the charge if they want to cancel a booking within the window.
Set up online payments
Before you can set up cancellation protection, you first need to connect a Stripe or Square account and configure your settings. Read more about setting up online payments in this article: Accept online payments.
Enable cancellation protection
After connecting a Stripe or Square account, you can enable cancellation protection from the Resurva dashboard by going to Settings > App Settings > Payments, and setting the Cancellation Protection toggle to ON. You can then specify the cancellation window and percentage to charge.
The cancellation window can be 1 - 48 hours. If a client cancels their appointment within the cancellation window, they will be charged for cancelling.
The charge percentage can be 1 - 100%. Clients who violate the cancellation policy will be charged the specified percentage of the total cost of their appointment.
How to mark an appointment as a no-show
When cancellation protection is enabled, clients who cancel their appointments within the cancellation window will be charged automatically. When a client misses an appointment, the appointment must be marked as a no show for the client to be charged the cancellation fee.
To mark an appointment as a no show, click on the appointment in the schedule and select No Show.
You'll be notified of the charge to the client, and you can cancel the charge if needed by clicking Ignore Violation.
The client will be charged 30 minutes after the end time of their missed appointment. For example, if a client misses an appointment scheduled from 1pm to 2pm, they will be charged at 2:30pm.
How to unmark an appointment as a no show
You can unmark an appointment as a no show by clicking on the missed appointment in the schedule, and clicking Undo No Show.
You can unmark a no-show appointment up to 30 minutes after the end time of their missed appointment. After this time, the client will be charged.
How to undo a cancellation charge
When a client cancels their appointment within the cancellation window, you'll see a notice of the cancellation policy violation, and you can click Skip Payment Action to undo the charge.
To find this option from the Resurva dashboard, first click Cancelled above the calendar, and find the time slot with the cancelled booking. Click View, select the appointment, and click the menu button (three horizontal lines) in the top left. Find the event that triggered the cancellation and click Notifications. Find the notification for Payment Action: Charge, and click Cancel.
Require payment from no show clients only
To reduce no shows, you can require payment only for clients who have missed an appointment in the past, while the rest of your clients can pay in store. To read more about requiring payments from specific clients, check out this support article: Require online payments from no show clients.
More options to avoid no-shows & cancellations
You can also enable appointment deposits to require your clients to pay a portion of the appointment cost in advance, and pay the rest in store. Learn more about appointment deposits here: Require appointment deposits.
If you have any questions or need help setting up online payments, please reach out to us by email at firstname.lastname@example.org, or by sending in a support ticket here: Submit a request.
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