Record a no-show

Recording a no-show does not delete the booking. It moves the booking to No Show, keeps it on the customer’s record, and you can bring it back if they turn up late.

Steps

1. Open the booking and select Mark No Show.
2. Confirm at Mark this booking as a no-show?.

Once recorded

The booking becomes a No Show and razza frees the staff member’s time for another booking. It shows in the customer’s booking history, and in Analytics razza counts it in the no-show rate and leaves it out of revenue. Any payment link you sent that the customer has not paid stops working.

When the Mark No Show button appears

While the booking is Booked, from one hour before the appointment onward; before that the customer is not late yet. Once the booking is Arriving, because you marked it or the customer confirmed from their reminder that they are on the way, it shows at any time. The button goes once a service has started or once you take the booking through Checkout, because both are evidence the customer came. For the same reason, razza does not record a no-show on a booking with a completed service.

The button also stays hidden while the booking holds a charge made with Charge balance to saved card that has not gone back to the card in full. To record the no-show, first return that charge in full with the circular arrow beside it.

What happens to a deposit

Recording a no-show returns no money. Anything the customer already paid, such as a deposit, stays on the booking, and razza does not return it. In Reconciliation, razza lists that deposit as No-show, deposit kept rather than Still owed.

If money your business keeps has no invoice yet, such as a payment taken on the day of the appointment, razza issues a document for it tagged Deposit when you record the no-show. Gift card money is on the card’s own invoice, and any other deposit got its document when you took it. If Deposit invoices is on in your WhatsApp notification settings, razza sends the new document to the customer too.

To give money back, select the circular arrow beside that payment in the booking’s payment list. A card payment made online goes back to the card, and a gift card payment goes back on the gift card. For anything else, give the money back yourself, and razza records it when you confirm. The owner can do this, and so can any staff member with both Can manage payments and Can view prices. Once any money is returned, you can no longer bring the booking back.

A booking already taken through Checkout cannot be marked a no-show. To return its money, use a refund.