No Shows or Late Cancels can happen for many different reasons. Sometimes it’s unavoidable, and although you’d like to record the No Show or Late Cancel, you don’t want to charge a fee. Sometimes, you would like to charge a full fee and other times, you might only want to charge half.
Let’s take a look at how you can set up different types of Fees and options for your No Show and Late Cancellation appointments.
Fees Area
A staff member with Full Access permissions can begin by going to the Settings tab and then locating the Fees section on the left-side menu.
You can delete any of the Fees you don’t use, and add any that you’d like to have available.
When you create the New Fee, you’ll see options similar to when you create an Adjustment.
Fee Type
Here’s where you have the option of selecting whether this is a No Show or a Late Cancellation fee. Feel free to set up multiple fee types for both categories - this gives you flexible options when a client misses their appointment or cancels last-minute.
Adjustment Type
Override will completely replace the price of the treatment with whatever you choose as the override amount. So if you set a $25 override a $125 treatment and a $50 treatment will both be changed to the $25 if No Showed.
Percent Discount will reduce the cost by whatever percentage you enter. So a 10% discount will drop a $100 visit to $90 and a $50 visit to $45.
Dollar Discount will reduce the cost by whatever dollar amount you enter. So a $20 discount will drop a $100 visit to $80 and a $50 visit to $30.
Provider of Discount
Clinic & Staff Member will reduce the price of this visit on the compensation report to the adjusted value. So if a $100 visit is reduced to $50 then the staff member will be compensated for $50.
Clinic Only will not reduce the price of this visit on the compensation report to the adjusted value. So if a $100 visit is reduced to $50 then the staff member will be compensated for the full $100.
No Showing on the Schedule
From the Appointment window on the Schedule, click on the No Show button to see a drop-down menu with your fee options:
Note: When you No Show an appointment for a future time it becomes available again for Online Booking, even though the appointment still displays in red on the calendar.
Late Cancelling from the Schedule
From the Schedule view, click on the appointment and then choose the Cancel/Delete button on the appointment panel to the right. Next, choose the Late Cancellation fee you’d like to use:
A pop-up will appear where you can choose your cancellation reason, or you can create a custom reason by selecting Other Reason:
Click Save & Cancel Appointment and the appointment is now cancelled.
Have a No Show or Late Cancellation that you need to collect payment for? Check out our guide doc on Collecting Payment for a No Show or Late Cancellation that has more detailed information.
Collecting Patient Consent for No Show & Late Cancellation Fees
Patients love transparency, and so do we! That’s why we suggest adding your late cancellation consent to your intake form. By doing so, you’ll keep your patients in the know about your clinic’s policies, warding off any potential surprises when it comes to card charges or unexpected fees at their next visit.
To view and update this information, a Full Access user can head over to the Settings tab and then click on Forms & Surveys within the left sidebar menu.
From there, you can select View Forms in the Intake Form section. You have the option of editing an existing form or creating a new one from scratch.
For clinics using Jane Payments, you’ll see this the cancellation policy included under the Credit Cards tab.
If you have this set to Credit Card details required or Credit Card details optional, then Jane will include this as part of the intake form. We will note that if this is set to optional patients will be able to bypass this part of the form. In this case, you’ll want to add the cancellation policy to the Consents tab.
Here’s a guide on Collecting Credit Cards on Intake Forms that walks through setting this area up in more detail.
If your clinic is not using Jane payments, you can include your Cancellation Policy over in the Consents tab.
Additional Notes
⭐️How can I remove or change the staff member compensation on a No Show appointment?
Once the appointment is selected, scroll down to the Billing Info section of the Appointment Panel and click on the blue View button.
Next, under the Staff Member section, you can either select Change to update the staff member assigned to the sale or Remove so the fee is not attached to a staff member for compensation.
For more information on the different options and settings within the Consents area of an Intake Form, check out our Intake Forms guide.
⭐️Refunding a payment for No Show or Late Cancellation
This process is the same as refunding a patient for an appointment they attended. You’ll want to start by heading over to the Billing tab within the Patient’s Profile and clicking on Payments within the grey bar.
Next, click on the word View to the right of the payment line.
From there, you can unapply the payment so it’s no longer attached to the no show or late cancellation fee invoice.
With the payment unapplied, you’ll see a Refund button where you can return the funds to the original payment method. With the payment removed from the invoice, you’ll notice that the patient has an outstanding balance on their profile. Removing that invoice varies based on how it was created.
Removing a No Show Fee
You’ll want to head over to the Appointments section of the Patient’s Profile, and then click on the appointment.
Jane will open up the Appointment Panel to the right. You’ll want to click on the No Show button, and the outstanding balance will be removed from their profile. As for the appointment, you have the option of moving it to another day, marking it as Arrived if they were able to make it or deleting it.
Removing a Late Cancellation Fee
This can be done in a couple of different ways, but if you’re on the Schedule tab, you can adjust the Schedule View Settings to ensure that the Cancelled filter is toggled on.
Now click on the cancelled appointment that appears on the schedule, and within the Appointment Panel, you can click on Uncancel.
This will bring the appointment back onto the schedule and get rid of the Late Cancellation Invoice. The last step here would be to delete the appointment if it was created in error or mark it as Arrived if the patient was just running a bit late.