Charge no-show fees

A no-show fee is charged when a patient doesn’t turn up. Clinicify charges it automatically to the card the patient saved when they paid their booking fee, as soon as you mark the appointment as a no-show.

Before you start

• The clinic owner sets the fee. Anyone on the team can mark an appointment as a no-show.
• Stripe must be connected. See Connect Stripe to take payments.
• The patient needs a card on file. Only bookings that took a booking fee have one.

Set the fee

1. Open the account menu at the bottom of the sidebar and select Clinic settings.
2. Under Scheduling, select Booking policy.
3. Enter the amount in No-show fee (£). Leave it blank for no fee.
4. Select Save changes.

The fee is the same for every appointment type.

Charge it

1. Open the appointment from Bookings.
2. Select Mark as no-show.
3. Confirm with Yes, mark as no-show.

The fee is charged straight away. The appointment page then shows either No-show fee with the amount “charged to the card on file”, or a warning that the card couldn’t be charged.

What happens next

• The no-show fee is charged in addition to any booking fee. The booking fee is kept separately and isn’t deducted from the no-show fee.
• The patient is emailed that the fee has been charged, with the amount and the date and time of the missed appointment, and how to contact you if they think it’s a mistake. This is sent by email only, whatever their message settings.
• If the card was declined, or the bank needs the patient to approve the payment, you’ll see “the card on file couldn’t be charged (declined or needs the patient present). Follow up manually.” You can then send a payment link with Take payment. See Take a balance or extra payment.

Good to know

• A patient is only charged once per appointment, even if the appointment is reopened and marked as a no-show again.
• Appointments without a booking fee, including ones your team booked, have no card on file, so no fee is charged.
• Reopen appointment changes the status back to confirmed but doesn’t refund a no-show fee. The clinic owner can refund it in full with Refund no-show fee in the appointment’s Danger zone. See Refund a payment.
• Late cancellations aren’t charged a no-show fee. The booking fee is kept instead, under your booking policy.