Is anything charged when they book?

Not for the card. A service that takes a deposit or the full price charges that as before, and a fee is only ever charged when you press Charge on the booking.

Can I charge more than the fee they agreed to?

No. You can charge less, or nothing, but never more than the fee shown when they booked, even if you have raised your fees since.

What if their card is declined?

Nothing is taken. They are emailed a link to pay the fee with any card, which works for 14 days, and you are told so.

Does FullDiary keep their card details?

No. The card is kept by Stripe, on your own Stripe account. FullDiary only knows which card it was, such as Visa ending 4242.

New feature29 October 20264 minute read

Save their card when they book, and charge no-show fees

Switch it on and customers who book online add their card through your own Stripe account, with your no-show and late-cancel fees shown before they book. Nothing is charged by itself. If someone does not turn up, you charge the fee from their booking in the diary.

Matt Suckling

Director, FullDiary

The last step of Fade and Blade Barber Co's booking page on a phone: a Skin fade tomorrow at 10:45, the name and email filled in, then the terms, Your card is saved, not charged, with a 15 pound no-show fee and a 10 pound fee for cancelling less than 6 hours before, and the Continue to add your card button

The booking confirmation page on a phone: Booked, a Skin fade on Friday 30 October at 11:30 with Louis Pratt, then a box saying Visa ending 4242 saved with the terms they agreed to, and A confirmation email is on its way

In short

Under Shop settings, Booking rules, switch on Save their card when they book online and set a no-show fee, a late-cancel fee or both.
It needs your own Stripe account connected, as deposits do. The card is kept by Stripe on your account; FullDiary never sees the number.
Customers see your fees before they book. With nothing to pay up front they add their card and nothing is charged; with a deposit, the same payment saves the card.
Nothing is charged by itself. After a no-show you charge the fee from the booking, up to the fee shown when they booked and never more, even if you raise your fees later.
If their bank wants them to approve it, or turns the card down, they are emailed a link to pay it themselves instead.
It is on every plan, with no commission from FullDiary; Stripe's usual card fee applies. It is on the website for now, not yet in the FullDiary app.

FullDiary is the booking system for UK small businesses: an online booking page, a diary, reminders and your customers in one place. A no-show costs you the slot and the money, and a deposit is not right for every service. Now your booking page can save the customer's card when they book online, so a no-show or a late cancellation can be charged a fee they agreed to up front.

What your customers see

Before they book, your fees show above the button. "Your card is saved, not charged. If you miss your appointment, Fade and Blade Barber Co may charge £15.00. If you cancel less than 6 hours before, Fade and Blade Barber Co may charge £10.00." With nothing to pay up front, they press Continue to add your card and add it on Stripe's secure page, which shows the same words beside its button. Nothing is charged, and saving the card is what confirms the booking. When the service takes a deposit or the full price, the same payment keeps the card, and nothing extra is asked.

Their confirmation page and email then say which card was saved, such as Visa ending 4242, with the terms they agreed to. The booking keeps those terms exactly, so if you change your fees later, it can still only ever be charged what they saw.

After a no-show

Mark the booking No show in the diary and press Charge the no-show fee. You see the booking, the card they saved and the fee they agreed to. Charge all of it, or choose Some of it to charge less, never more. Press Charge and the money goes straight to your Stripe account, and the customer is emailed a receipt that quotes the terms they agreed to.

The diary on a computer with a no-show's booking turned into the No-show fee view. It shows the customer, the service and time, Visa ending 4242 saved, How much with All of it at 15 pounds or Some of it, the line They agreed to a 15 pound no-show fee when they booked, and the Charge 15 pounds button beside Not now — The fee on the booking, with the card and the fee they agreed to.

A late cancellation. Customers cannot cancel online inside your cancel window, so a late cancellation is you cancelling after they get in touch. When it is late, Cancel asks Who asked to cancel?, and They did charges the late-cancel fee as it cancels. Untick it to let them off. If they paid a deposit, They did keeps the deposit instead, with no fee on top.
When the card will not go. If their bank wants them to approve the payment, or turns the card down, nothing is taken. They are emailed a link to pay the fee themselves with any card, which works for 14 days, and you are told so.
Changed your mind? One fee per booking, and you can refund all of it to their card from the same place. They are emailed to say so.

Setting it up

Under Shop settings, Booking rules, Cancelling and payment, switch on Save their card when they book online and type your fees: a no-show fee, a late-cancel fee, or both. Late means later than your cancel window, set just above, and each fee is at least 30p. The page shows the exact words your customers will see. You need your own Stripe account connected and verified, as for deposits. It is on every plan, and FullDiary takes no commission; Stripe's usual card fee comes off a fee you charge.

Open Booking rules

The setting on Booking rules: Save their card when they book online switched on, with a line saying Stripe keeps their card safe and nothing is ever charged by itself, a No-show fee of 15 and a Late-cancel fee of 10, and the words customers see when they book, in full — The setting, with the words your customers will see.

For now it works for appointments booked on your booking page. It does not yet cover classes, several bookings paid together, or bookings you add to the diary yourself. It is on the website for now, not yet in the FullDiary app. A fee shows on the booking, in your activity log and in your Stripe account, not in your dashboard takings, which count finished work.

Questions people ask

Is anything charged when they book?: Not for the card. A service that takes a deposit or the full price charges that as before, and a fee is only ever charged when you press Charge on the booking.
Can I charge more than the fee they agreed to?: No. You can charge less, or nothing, but never more than the fee shown when they booked, even if you have raised your fees since.
What if their card is declined?: Nothing is taken. They are emailed a link to pay the fee with any card, which works for 14 days, and you are told so.
Does FullDiary keep their card details?: No. The card is kept by Stripe, on your own Stripe account. FullDiary only knows which card it was, such as Visa ending 4242.

Save their card when they book, and charge no-show fees

What your customers see

After a no-show

Setting it up

Questions people ask

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