Handle no-shows and cancellation fees

When a customer doesn’t show up or cancels late, you can charge a fee to the card they have on file. The charge goes through Square or Stripe, whichever you use.

• Connect Square or connect Stripe.
• The customer needs a saved card. See Save a card on file.

1. Go to Settings → Account.
2. Under Cancellations & no-shows, enter the Default fee.
3. Optional: enter your Cancellation policy. Staff see it when they cancel or mark a no-show.
4. Click Save.

If you don’t set a default fee, the fee starts at $50.

1. Go to Appointments and click the appointment.
2. Click the ⋯ menu, then Charge no-show fee.
3. To charge a fee, check Charge No-Show Fee. The No-Show Fee Amount fills in with your default fee. Change it if you need to.
4. Under Payment Method, pick the card. The customer’s default card is already selected.
5. Click Confirm No-Show.

The appointment is marked No Show. If you charged a fee, you’ll see No-show fee of $[amount] charged successfully.

To mark a no-show without charging, leave Charge No-Show Fee unchecked.

1. Go to Appointments and click the appointment.
2. Click the ⋯ menu, then Cancel appointment.
3. Check Charge Cancellation Fee, and check the Cancellation Fee Amount.
4. Pick the card under Payment Method.
5. Click Confirm Cancellation.

• The fee is off until you check it. A plain cancel or no-show never charges the customer.
• No card on file? You’ll see No Saved Payment Methods, and you can’t confirm while the fee is checked. Uncheck it to cancel or mark the no-show without charging.
• If the charge fails, for example because the card is declined, you’ll see Appointment cancelled, but the fee wasn’t charged with the reason. The appointment is still cancelled or marked as a no-show.
• Several pets in one booking? Every pet in the booking is cancelled or marked as a no-show. The fee is charged once, on the pet you clicked.
• One fee per appointment. If the appointment already has a charge, you’ll see an error and nothing changes. Cancel it again without the fee.
• Charge the fee when you cancel or mark the no-show. You can’t add a fee later to an appointment that’s already cancelled.
• Receipts: if the customer has an email address, Square or Stripe emails them a receipt for the fee.
• With Stripe, “the charge is still processing with Stripe” or “the charge didn’t go through yet and is being checked with Stripe” means the result isn’t known yet. Don’t charge again. Packyard updates the fee by itself once Stripe answers.
• Switched from Square to Stripe? Cards saved with Square can’t be charged for fees. You’ll see This card was saved with Square and can’t be charged with Stripe. Add the card again or send the client a payment link., and the appointment isn’t cancelled. Add the card again, or cancel without the fee.
• “The card needs the client’s approval” means the customer’s bank wants them to approve the charge themselves. Send them a payment link for the fee instead.
• Fees show up on the customer’s Payments tab, and in the payroll report marked Cancellation.
• To refund a fee, open the cancelled or no-show appointment and click Issue refund under Payment. Only the owner can do this. See Issue a refund.

• Reschedule or cancel an appointment
• Issue a refund
• Save a card on file