What happens when a customer doesn't turn up?

Where it lives

Marking happens in Bookings, the third item in the left menu, using the status dropdown on the booking. The badge then appears in Bookings, on the calendar and in Clients. The wording of your No-show fee and Cancellation window, which Sally quotes to customers, lives under Settings›Booking settings›Rules & timing in the Cancellations & fees card.

Mark a no-show

1. Find the appointment in Bookings or on the calendar

   Past bookings that were never marked done show as due; that's where no-shows hide.

2. Set the status to No-show

   Use the status dropdown on the row. There's nothing else to fill in.

   You'll see: a small ⚠ badge with a count next to that customer's name on any future booking and in Clients.

3. Let auto-hold do the rest

   Once a customer has two or more no-shows at your business, their next booking arrives as Pending with the note Auto-held: customer has N prior no-shows. Confirm it, ask them to reconfirm, or decline.

What stays in your control

• You decide every timeAuto-hold never cancels or blocks
• It counts your salon onlyNot other businesses
• Works for every channelChat, booking page, Google
• Undo a mistakeChange the status back

Your dashboard can also show a softer likely no-shows estimate: past appointments that were never marked complete. Treat it as a nudge to keep statuses tidy, not a verdict. The real protection is the mark, badge, hold loop above.

Charging a no-show fee

Common questions