Finishing, rescheduling or cancelling an appointment

Open an appointment from your Booking Calendar or from Sales. Once its start time has passed, you can Finish and charge customer or Mark a no-show. Until it is finished, cancelled or in progress, you can Reschedule it or Cancel appointment.

You must be on your Service Provider profile. If you hold more than one profile, switch to it first.

How do I finish an appointment and charge the customer?

The Finish and charge customer button appears once the appointment’s start time has passed.

1. Open the appointment.
2. Tap Finish and charge customer.
3. On Add a service, add any extra service the customer had. Tap Skip if there is nothing to add. You only see this step if your shop has services.
4. On Add a product, add anything the customer bought. Tap Skip if there is nothing to add. You only see this step if your shop sells products.
5. On Add a tip, pick 15%, 18%, 20% or Custom, or tap No Tip, Thanks!. Then tap Next or Skip.
6. On Take payment, check the Booking totals.
7. Tap the Charge button. It shows the amount. If there is nothing left to pay, it says Finish.

The customer’s card is charged the total, minus any deposit they already paid. The appointment is then Completed.

What if the payment does not go through?

The visit still counts as finished, and the appointment shows that the rest was not paid. If you need help, contact us.

What is a no-show and how do I mark one?

A no-show means the customer did not arrive. The Mark a no-show button only shows once the appointment’s start time has passed. To clear an appointment before then, cancel it instead.

1. Open the appointment.
2. Tap Mark a no-show.
3. Read What this settles. It shows what you keep and that nothing is charged now.
4. Tap Confirm no-show.

You keep the deposit the customer paid at booking. Nothing more is charged to the customer. If no deposit was taken, you get nothing from a no-show. The customer is notified.

How do I move an appointment?

You cannot move an appointment that is finished, cancelled, marked a no-show or already in progress.

1. Open the appointment.
2. Tap Reschedule.
3. On Select staff, choose a team member or Anyone.
4. Tap Pick a time.
5. Choose a new time, then tap Review and confirm.
6. Check the change, then tap Confirm change.

When you move an appointment yourself, the customer pays nothing for the change.

How do I cancel an appointment?

1. Open the appointment.
2. Tap Cancel appointment.
3. Read Cancellation charges. It shows what you keep and what goes back to the customer.
4. Tap Confirm cancellation. Tap Keep it if you change your mind.

When you cancel, the customer always gets their full deposit back. If you cancel late, the card fee on that refund comes out of your earnings.

How do I refund a finished appointment?

1. Open the finished appointment.
2. Tap Process a refund.
3. Choose the services or products to refund.
4. Tap Process refund.

The refund goes back to the customer’s card. You can refund while your return window is open. See Your in-store return policy.