How do I charge for DNAs or Cancellations

Many practices have a policy of charging for DNAs (Did Not Attend) or Cancellations within 24 hours of the appointment.

If you wish to do this, you need to set up a specific appointment status or set of statuses that result in the client being charged, even if they do not turn up.

To do this:

Go to Settings -> Scheduling and open the Appointment Statuses tab

Click on Create New Appointment Status

Give the status a name like "Cancelled < 24 hours" or "DNA" and set it up as shown below, with 'Does it mean the client is attending?' set to Yes. IMPORTANT: You must do this because appointments with statuses set to client not attending cannot be invoiced.

Click Save

As and when a client cancels at short notice or DNAs and you still want to charge them, just select this status. You can then invoice the client for the cancelled appointment.

If you do not set 'Does it mean the client is attending?' to 'Yes', then appointments with this status will NOT appear on the Create -> Invoice screen! If you want to charge for an appointment, always make sure it has a status that means the client is attending (even if they are not).

Updated on: 28/11/2024

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