Apply the no-show policy fairly
A missed appointment comes with the facts and the policy, so you can decide on any fee.
Finance · Salons and beauty · When something happens · Updated
Works with
- Slack
- Calendly
- Cal.com
- Stripe
- PayPal
Slack
Calendly
Cal.com
Stripe
PayPalHow do you apply a no-show policy fairly?
To apply a no-show policy fairly, give Maito the policy. When a client misses or cancels, it checks the booking, reminders and messages, applies the current rules, and posts the facts and a proposed fee in Slack. Nothing is charged without approval.
How it's done today
Staff argue about charges and update attendance inconsistently.
What Maito does
- Confirm the attendance facts
- Find the policy version in force
- Calculate the proposed fee
- Wait for the owner to approve or waive
Example
Loop run: No-show recorded, Sat Oct 17, 11:00 AM
Tess Rowan, color with Mei, Saturday Oct 17, 11:00 AM, $140. Facts: booked Oct 3. Reminder sent Oct 16 at 2:00 PM. No check-in. Policy v3 (Sept 1): no-show is 100% of the service, $140. Cancelling by text before the appointment is a late cancel, 50%, $70. Catch: Tess texted Friday at 9:30 PM, "sick, can't make it". That was before the appointment, so under policy v3 it's a late cancel, not a no-show. Proposed fee: $70, or waive.
@Maito Waive it, she's been a regular since 2022. Note it.
Waived. Noted on Tess's record: late cancel, fee waived by Ines, Oct 19. Nothing charged and no message sent. This is her second late cancel, the first was in March.
Maito (11:30 AM):
Tess Rowan, color with Mei, Saturday Oct 17, 11:00 AM, $140.
Facts: booked Oct 3. Reminder sent Oct 16 at 2:00 PM. No check-in.
Policy v3 (Sept 1): no-show is 100% of the service, $140. Cancelling by text before the appointment is a late cancel, 50%, $70.
Catch: Tess texted Friday at 9:30 PM, "sick, can't make it". That was before the appointment, so under policy v3 it's a late cancel, not a no-show. Proposed fee: $70, or waive.
Ines (11:36 AM):
Waive it, she's been a regular since 2022. Note it.
Maito (11:37 AM):
Waived. Noted on Tess's record: late cancel, fee waived by Ines, Oct 19. Nothing charged and no message sent. This is her second late cancel, the first was in March.
How to set it up
- Ask your agent
“When a client misses an appointment or cancels late, check the booking and message history, apply the current policy and post the facts and proposed fee in #front-desk. Never charge anyone without Ines's OK.”
- Connect booking system
- Calendly
- Cal.com
- Connect billing
- Stripe
- PayPal
- Connect SMS
- Twilio
Not connected yet? Your agent sends you a link to sign in.
What it won't do
It applies the policy as written. Goodwill calls and exceptions stay with your team.
Questions
No. It proposes a fee or a waiver and charges only after someone approves.
It reads the message history, so a text sent early can turn a no-show into a late cancel.
Your booking system, Stripe or PayPal for billing, and Twilio for texts.
