Marking no-shows

Cancelling a booking the customer never arrived for would read as if they gave notice. Mark it as a no-show instead. To get the rate down, see cutting no-shows at a workshop.

What marking a no-show does

• The booking is recorded as a no-show, distinct from a cancellation.
• The customer's no-show count goes up, so a pattern is a number on their record.
• Reminders still due are cancelled, and it moves to Cancelled and no-shows in Bookings.

Getting them back

• They rang back: move the job to a new day. It goes live again, the customer is told, and their reminders return. The no-show stays on their count, because they did miss it.
• Ask them to: tick the box when you mark the no-show and they're sent a link to pick a new time, about 2 hours later. Undo it first and nothing goes. It's only offered within 3 days of the visit.
• They can do it themselves: the link on their booking lets them pick a new time, and that brings the job back the same way.
• Marked by mistake: use Undo no-show on the job's stage. The count comes back down.
• Mobile jobs: tap Not home on the route stop. You can text them that you're waiting, then mark it. The stop comes off your route and the next one comes up.
• Missed visit fee: set an amount under Policies and customers see it when booking a mobile job. If you were on your way or at the door, you can add it when you mark them not home. They get a payment link: it's never taken from a saved card, and only bookings made after you set it can be charged.
• The bike is already with you: a collect and return job can't be a no-show once you've collected it. Set a new return day instead.

Cutting no-shows down

• Automatic reminders do most of the work
• A deposit at booking is the strongest deterrent, even a small one. See taking deposits and payments at booking