Repeat cancellers: prepayment only where it's needed
Most clients turn up. The problem comes from the few who cancel at the last minute for the third time in a row, or don't come at all. If you ask everyone for a prepayment because of them, you also punish regular clients who have done nothing wrong.
Short answer: set a rule by which the system counts a client's cancellations and no-shows. Once they cross the limit, that client can only book online with prepayment, while other clients are unaffected. This protects your time without bothering trustworthy clients.
Why a general prepayment isn't always good
Prepayment works. I wrote about it in no-show clients. But a prepayment for everyone has a price: a first-time client may give up and a regular client feels distrusted. A targeted rule removes the risk from where it actually is.
How the rule works in NUNDINAE
In the NUNDINAE settings, you switch on the "red list" and set four things:
| Setting | Default | What it means |
|---|---|---|
| How many times | 3 | From which incident the mark appears |
| What to count | Your choice | All cancellations and no-shows, only late cancellations and no-shows, or only no-shows |
| Counting period | 365 days | How far back incidents are considered |
| Prepayment | 100% | What percentage of the service price the client pays in advance |
Your own cancellations, for example because a staff member fell ill, are never counted.
What happens when the limit is reached
- A red "Prepayment only" mark appears on the client card, along with the reason.
- You see the mark in the client list, in the booking panel and in the list of new bookings.
- When booking online, the client pays a prepayment through Montonio, even if general prepayment is switched off for you.
- Staff can still book for them in the admin, for example if they call.
- The mark can be added and removed manually on the card, for example when the client has explained the reason.
The client is identified by account, or by the booking's email and phone number. The client card also has a list of cancellations and no-shows: date, service, who cancelled and the reason.
Two things to know
Prepayment needs a payment solution. If Montonio isn't set up or the service has no price, such a client can't book online and is told to call. Staff can make the appointment for them.
A cancellation made by phone isn't counted automatically. If a client calls and a staff member cancels the appointment in the admin, it's recorded as a cancellation by the business. In that case, add the mark manually if needed.
How to set the rule fairly
- Start gently. Count only no-shows and late cancellations. Cancelling in good time is exactly what you want.
- Be clear. Write the terms on your website and in the booking flow. The client must know why a prepayment is being asked.
- Look at the effect. A report shows no-shows. If the rule changes nothing, adjust it.
- Give a chance. A good regular client who had a hard year doesn't have to carry the mark forever.
The mark is based on the client's behaviour and is processed as personal data. Mention it in your privacy notice. This is practical advice, not legal advice.
Frequently asked questions
Does the client see that they're on the red list?
When booking, the client sees the prepayment requirement. The term "red list" is internal and for staff.
What happens to the prepayment if the client cancels again?
The usual cancellation rule applies. If they cancel before the free cancellation deadline, the prepayment is refunded automatically. If they cancel later, the business keeps it.
Can I also ban a client from online booking entirely?
Yes. A separate "No-show limit" setting blocks online booking after a set number of no-shows. Staff can still make an appointment for them.
Can all booking systems do this?
No. See what a booking system must do.
How much do your empty slots cost?
Write to me about how often clients fail to show up and what system you use. Order NUNDINAE or ask for a demo, and I'll show you the rule using your services as the example.
