Articles on: Artists

Handling No-Shows and Cancellations

Learn how to manage missed appointments, implement no-show policies, and reduce future cancellations.

Overview

No-shows and last-minute cancellations are frustrating and cost you money. Apprentice helps you track these incidents, enforce policies, and take action to reduce their frequency. Understanding how to handle them professionally protects your income while maintaining good client relationships.

Step-by-Step Guide

Step 1: Understanding the Difference

No-Show:

Client had a confirmed appointment
Did not arrive at scheduled time
Did not contact you to cancel or reschedule
No communication whatsoever

Cancellation:

Client proactively contacted you
Informed you they can't make the appointment
May have provided advance notice or been last-minute
Communication occurred

Late Arrival:

Client arrived but was significantly late (15+ minutes)
You decide whether to accommodate or reschedule
Not technically a no-show since they showed up

Step 2: Mark a No-Show

If a client doesn't arrive:

Wait your grace period (typically 15 minutes past appointment time)
Try to contact the client:

Send a message via Apprentice chat
Text or call their phone
Check if they responded to reminders

If no response, mark as no-show:

In the Today Console:

Find the appointment in your Confirmed or Arrived lane
Click the three-dot menu (⋮)
Select Mark as No-Show
A form appears:

Required Information:

Reason (select one):
No contact - didn't show
No contact - last minute excuse
Emergency (legitimate reason provided after)
Forgot appointment
Other
Notes (optional): Add context for future reference

Click Confirm

What Happens:

✅ Appointment status changes to "no_show"
✅ Time slot becomes available again
✅ No-show is recorded in client's history
✅ You can configure automatic penalties (deposit forfeit, booking restrictions)
✅ Analytics track your no-show rate

Step 3: Handle Cancellations

When a client contacts you to cancel:

In the Today Console or Calendar:

Find the appointment
Click the three-dot menu (⋮)
Select Cancel Appointment
A form appears:

Required Information:

Cancellation reason:
Client request
Artist request
Emergency
Rescheduling to different time
Other
Notice given:
More than 48 hours (good!)
24-48 hours (acceptable)
Less than 24 hours (last minute)
Day of (very last minute)
Notes (optional)

Deposit Handling (if applicable):

Refund deposit: Client gets money back
Apply to rescheduled appointment: Deposit transfers to new booking
Forfeit deposit: Client loses deposit (based on your policy)

Click Confirm Cancellation

What Happens:

✅ Appointment cancelled
✅ Time slot opens up for other bookings
✅ Cancellation recorded in history
✅ Deposit handled per your selection
✅ Client receives cancellation confirmation

Step 4: Set No-Show Policies

Configure automatic consequences for no-shows:

Go to Dashboard > Settings > Booking Policies
Find No-Show Handling section
Set your rules:

After 1st No-Show:

[ ] Require deposit for future bookings
[ ] Send warning message
[ ] No action (give second chance)

After 2nd No-Show:

[ ] Require deposit for all future bookings
[ ] Block from booking for 30 days
[ ] Permanently block from booking
[ ] Remove from client list

After 3rd No-Show:

[ ] Permanently block from booking
[ ] Notify shop admin (if applicable)
[ ] Remove from VIP status

Deposit Forfeit Policy:

✅ No-show: Deposit is forfeited (you keep it)
✅ Cancellation <24hrs: Forfeit 50% of deposit
⬜ Cancellation <48hrs: Forfeit 25% of deposit
⬜ Emergency cancellation: Refund deposit

Grace Period:

Default: 15 minutes
Adjustable: 5-30 minutes
How late a client can be before marked as no-show

Step 5: Reduce Future No-Shows

Preventative Measures:

1. Collect Deposits

Enable Stripe Connect
Require deposits for appointments >2 hours
Typical deposit: 20-50% of total estimated cost
No-shows drop by 70-80% with deposits

2. Send Reminder Notifications

72 hours before: Initial reminder
24 hours before: Confirmation request
2 hours before: Final reminder with directions
Enable in Settings > Notifications > Reminders

3. Require Booking Confirmation

After booking, client must confirm 48 hours before
If no confirmation, appointment is auto-cancelled
Reduces genuine forgetfulness

4. Use Booking Links Properly

Set appropriate expiration (7-14 days max)
Include reminder opt-ins
Send follow-up 24 hours after booking

5. Build Better Relationships

Clients who feel valued are less likely to no-show
Respond quickly to messages
Make booking process smooth
Remember details about clients

Step 6: Communicate Your Policy

Make your no-show policy clear:

In Your Booking Confirmation:

State deposit requirements
Explain cancellation notice needed
Specify what happens for no-shows
Provide contact methods for cancellations

Example Policy Language:

"Appointments require 48-hour notice to cancel or reschedule. Deposits are non-refundable for no-shows or cancellations within 24 hours. If you can't make it, please let me know ASAP so I can offer the slot to someone else."

On Your Public Profile:

Add a "Booking Policy" section
Clearly state requirements
Be firm but professional

In Booking Confirmation Emails:

Include policy summary
Link to full policy
Provide easy cancellation options

Step 7: Follow Up After No-Shows

Within 24 Hours:

Send a message: "Hey [Name], I had you scheduled yesterday at [time]. Is everything okay?"
Gives benefit of the doubt (maybe genuine emergency)
Opens dialogue for rescheduling

Client Response Scenarios:

Legitimate Emergency:

Excuse the no-show
Don't forfeit deposit
Reschedule without penalty
Add note to their profile: "Emergency on [date] - excused"

Forgot / Overslept:

Acknowledge it happens
Enforce deposit policy (forfeit or partial)
Require deposit for next booking
Consider requiring confirmation 24hrs before future appointments

No Response:

Apply full policy (forfeit deposit, mark as no-show)
Send one final message: "I understand things come up, but I held this time for you. Please let me know if you'd like to reschedule with a deposit."
After 3-7 days with no response, move on

Flaky Excuse:

Use your judgment
Apply policy as stated
Consider whether you want to work with them again

Tips

Setting Fair Policies

Be consistent: Apply policies equally to all clients (except genuine emergencies)
Communicate clearly: Make sure clients know the policy before booking
Be reasonable: 48-hour cancellation notice is standard and fair
Offer flexibility: Allow ONE free reschedule, then require deposits

Reducing No-Show Rates

Target: <5% no-show rate (industry average is 10-15%)

High-Impact Actions:

✅ Require deposits for all appointments >1 hour
✅ Send 24-hour reminder with confirmation button
✅ Build personal connection (remember client details)
✅ Respond quickly to messages (shows you value their time)
✅ Make rescheduling easy (don't make them feel guilty)

Medium-Impact Actions:

Enable SMS reminders (if email isn't working)
Ask clients to set personal reminders
Send "looking forward to seeing you" message day before
Share work-in-progress updates to build excitement

Handling Awkward Conversations

When a serial no-show wants to book again:

"I'd love to work with you, but I need a deposit this time since the last appointment didn't work out."
Firm but not accusatory
Focus on policy, not personal blame

When enforcing deposit forfeit:

"Per the policy we agreed to when booking, the deposit is non-refundable for no-shows. I held that time slot exclusively for you and turned away other clients."
Professional and matter-of-fact
Don't apologize for enforcing your policy

When a good client has a one-time no-show:

"I totally understand—life happens! No deposit forfeit this time, but let's make sure to confirm 24 hours before next time."
Relationship-focused
Sets expectation for future

Common Issues

Issue: Client claims they cancelled but I never received the message

Solution:

Check Apprentice chat history (messages are logged)
Check your phone messages/texts
Check email spam folder
If genuinely no message: Explain you didn't receive it, enforce policy
If they did message: Apologize for missing it, handle as cancellation not no-show

Issue: Client no-showed but had a genuine emergency (hospital, family death)

Solution:

Be human first: Express concern, ask if they're okay
Excuse the no-show: Don't count it against them
Refund deposit: Or apply to rescheduled appointment
Document: Add note to profile so you remember context
Trust your gut—most people are honest about serious emergencies

Issue: Client is 20 minutes late, do I still take them?

Solution:

Depends on your schedule:

Have time: Start late, but may need to shorten session or charge for full time
Tight schedule: Apologetically reschedule to protect other clients' time
Use excuse late feature: If you accommodate them, mark arrival as "excused late"

Issue: How do I enforce no-show policy without seeming rude?

Solution:

State it as business policy, not personal
Example: "My booking policy requires deposits after a no-show. It helps ensure serious bookings."
Don't apologize for having boundaries
Offer alternative: "If deposits are an issue, I'm happy to put you on my waitlist for last-minute cancellations instead."

Issue: Client disputes the no-show (claims they cancelled)

Solution:

Review all communication channels
Show them the lack of cancellation in your system
If they genuinely believe they cancelled, investigate if there's a technical issue
If no proof: Enforce policy but offer one-time exception to preserve relationship
Learn: Maybe your cancellation process isn't clear enough—improve it

Issue: I have a high no-show rate and don't know why

Solution:

Check reminder settings: Are notifications actually being sent?
Review your clients: Are you attracting serious clients or tire-kickers?
Evaluate your deposit policy: No deposits = higher no-show rate
Analyze patterns: Is it specific days? Times? Types of tattoos?
Improve communication: Respond faster, build better relationships
Tighten booking requirements: Require deposits for all bookings >$100

Updated on: 16/01/2026

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