Are clients able to remove their cc to avoid a cancellation?

[mplitt84]

I’ve had no call no shows where it seems the card has been removed due to the error message. Is this a thing?

[TheRealChipA]

Hey @mplitt84.  Clients are able to edit their cards on file at any time, for any reason.  That being said, you bring up a good point — that when they delete a card that is being used to guarantee payment for no-shows and cancellations, there should probably be a notification to us at least.  Even better, it would be good to warn the customer that if they don’t add a new card for the guarantee, then their existing appointments will be cancelled.  However, as far as I know neither of those exists yet.

I’ll tag a couple of Square moderators here just in case I missed a memo and some sort of safeguard like I mentioned above DOES exist.  They can touch base with the product team to verify.  

And, if there are no safeguards, then you’re going to have to head over to the Ideate Board and submit a couple of feature requests.  Just remember that each of the things I mentioned in the first paragraph should be in its own feature request — don’t combine them both together or it will be rejected immediately.

Good luck.

@_Violet @JJ_ @Kassi_ @Katie_SQ @Bernadette3 

[frances_a · Accepted solution]

Hello @mplitt84 & @TheRealChipA 👋

I've heard this a couple of times before, so was a bit surprised by the answer I found! 

But no, clients cannot remove their cards if they used them to schedule an appointment with no-show protection. They actually have no access to edit the card information after they book, so wouldn't even be able to edit the card at this time, although we do want to add that ability in the future.

They can, however, remove a card on file at any time. 

If you happen to have specific examples of appointments were a card entered for no-show protection was removed, we would love to take a look.

Thank you ✨