Solved: No show protection/declining

TGN · ‎02-09-2022

Hi there,

Im having an issue with clients cards being saved online or at time of booking and then when they no show or late cancel an appointment, the card declines. Anyone else experiencing this or have a solution? I looked into making deposits at time of booking but that requires a fixed price and won't work. please help!

Stacelyn24 · ‎02-09-2022

Happens to us as well. So it's really one of two things:

1. They used a prepaid/gift card to hold their spot and they do not have enough funds to cover the late fee. (If I'm not mistaken I think I may have put this in the issue center a couple years ago to see if Square can make it where clients can not use gift cards)

2. The client does not have enough funds to cover the fee in their own personal accounts (and this is most likely why they late canceled or no call/no show)

Either way, text them the invoice (set reminders to got to them every day for about 7 days until the get the point lol) and cross your fingers. Hope this helps

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Stacelyn24 · ‎02-09-2022

Happens to us as well. So it's really one of two things:

1. They used a prepaid/gift card to hold their spot and they do not have enough funds to cover the late fee. (If I'm not mistaken I think I may have put this in the issue center a couple years ago to see if Square can make it where clients can not use gift cards)

2. The client does not have enough funds to cover the fee in their own personal accounts (and this is most likely why they late canceled or no call/no show)

Either way, text them the invoice (set reminders to got to them every day for about 7 days until the get the point lol) and cross your fingers. Hope this helps

RHC615 · ‎11-29-2022

I have recently experienced this issue where the clients card was declined when I attempted to charge the no show protection fee. This particular client told me she used a cashapp card. There is a way to disallow the use of; prepaid cards such as gift cards or the cashapp card because I have tried to use them on other sites and the entry field was formatted to recognize that the card was a prepaid or something like that. I plan to contact square to find what they can do to help prevent this from happening to us (Square Appointments Customers)

Either way, I like your advise; text them the invoice (set reminders to contact them every day for about 7 days until they get the point!) and cross your fingers.

They can rectify the error by providing a valid card to make the payment for the missed appointment, however, notify those clients that the declined card is concerning for rebooking purposes and they will need to leave a deposit to rebook. They can let you know how they would like to proceed.

All the best!