When a customer doesn't show or cancels
What your account does when a customer doesn't show or cancels: a message to rebook, the freed slot, the "Waiting list" and how to explain your cancellation policy.
Updated
It happens in every business: someone doesn't turn up, or cancels at the last minute. Your account turns that gap into a chance for the customer to book again, with no blame.
If the customer didn't show
- Open the appointment in Calendars.
- Change the status to No-show.
- About 15 minutes later, the customer gets a friendly message: "we expected you and couldn't see you", with the link to pick another time.
- After 24 hours, if they haven't replied, they get one last reminder by SMS.
- A task is created for you to call and offer another time.
If the customer replies, the messages stop and NEO or your team takes over.
If the customer cancelled
- When someone cancels from their link, or you change the status to Cancelled, they get a confirmation with the link to book again.
- Any reminders still pending for that appointment stop.
- On the Grow and Scale plans, you also get a notice that the slot was freed.
Fill the freed slot
Your template includes the "Waiting list": customers who said "let me know when there's an opening". When a slot frees up, you can notify them from there. See Saved lists and filters.
Only the Grow and Scale plans have the automatic opening alert. On the others, you can check your calendar and write to them yourself.
Your cancellation policy
If you ask for advance notice or charge a deposit, write it in "My first day" or in your business details so NEO explains it the same way. See Teach NEO about your business.
If something goes wrong
- The no-show message didn't go out: check the status is set and the customer hasn't unsubscribed.
- You marked no-show by mistake: change it back and write to them to apologize.
Write to us at support@neuroaistudio.com.