The purpose of this article is to help you:
Learn how reschedule fees work
Set up rescheduling fees
Rescheduling Fees
Rescheduling fees are fees that are charged when a customer rescheduled their booking within a certain period before the start of the appointment.
When a rescheduling fee is in place, the customer will see a pop-up informing them that they will be charged a cancelation fee if they decide to reschedule their appointment.
Rescheduling fees can compensate the business and provider for lost work.
To manage your Rescheduling Fee settings, please go to:
Settings > General > Store Options > General
Click the plus sign icon to expand the "Rescheduling Fee" section.
Would you like to charge a rescheduling fee?
If you do not want to charge customers a fee when they reschedule, select "No" to this question.
If you would like to charge a customer a fee when they reschedule services, select "Yes" and enter the amount in the box below.
The fee can be set as a fixed rate by selecting the "$" from the drop-down menu or selecting "%" for a percentage-based discount.
Override the Service Category Settings
Rescheduling fees can also be customized for each service category in your booking form. If you would like your General Settings to override any rescheduling fees you have already set up, check the box next to:
What do you consider a rescheduled booking?
This option allows you to choose what the system considers as "rescheduling" a booking. This directly impacts how your system alerts and notifications work when bookings are rescheduled.
If you check the box next to "Date", the system will consider a booking as "rescheduled" specifically if the date changes.
If you check the box next to "Time (Spots)", the system will consider a booking as "rescheduled" specifically if the booking's start time changes.
If you select "Any changes made to the booking", the system will consider any updates to any of the booking details as having "rescheduled" the booking. For example, if a customer adds a new service but does not change the date or time,
You can select up to all three options depending on your preference.
When would you like the system to charge the customer a rescheduling fee?
Use this to set when the rescheduling fee will be charged. You can choose between two options:
If the customer reschedules after a specific time the day before the job.
For example, if you set the boxes to be "05:00" and "PM", customers will be charged the fee if they reschedule any time after 5:01 PM the day before the booking.
If the customer rescheduled less than a specific amount of hours before the job starts.
For example, you can select the number of hours up to 120, meaning the customer will be charged a fee if they reschedule less than 5 days before the booking.
If you would like to charge a fee any time a customer reschedules at all, you can select "00".
Below, select any additional rescheduling fee settings that fit your business's needs.
Exclude Same-Day Bookings
Check this box if you would not like to charge a rescheduling fee if a booking is added to the schedule today and then rescheduled.
Multiple Rescheduling Fees
Check this box if you would like to charge multiple rescheduling fees each time a booking is rescheduled within a 24 hours period.
For example: Let's say a customer reschedules their booking at 8:00 AM today. At 8:05 AM, they realized they selected the wrong date and rescheduled again.
When this setting is enabled, the customer will be charged the rescheduling fee at 8:00 AM and again at 8:05 AM.
Booking Postpone Fees
Check this box if you would to charge the rescheduling fee when a customer postpones their service.
Remember to Save!
If you have made any changes, remember to click the blue "Save" button at the bottom left corner of the page to update your settings.
