Win back customers after a no-show or cancellation

Win-back in the sidebar surfaces customers whose most recent appointment was a no-show or a cancellation, and who haven't booked again since — so you can bring them back, settle an unpaid fee, or act on a repeat pattern.

Who shows up here

A customer appears when they've had a no-show or cancelled appointment in the last three months and no confirmed, scheduled or completed booking since. Badges on their card show their Last visit, any No-shows or Cancellations counts, and Open fees — unpaid no-show or cancellation fees.

Send a rebooking message

1. Click Win-back in the sidebar.
2. Click Send rebook message on a customer.
3. Edit the message, or keep the default.
4. If they have an open fee, you can tick Include a Stripe payment link for the fee (needs a connected Stripe account).
5. Click Send rebook message to send it.

Waive an open fee

Only a manager can waive a fee or ban a customer. Click Waive open fees to clear an outstanding no-show or cancellation fee for that customer without collecting it — useful for a one-off, good-faith case.

Snooze or ban a customer

• Snooze hides the customer from this list for 30 days, so you're not prompted about them again right away.
• Ban customer (manager only) blocks them from booking through your online booking page. Enter a Reason and confirm. Reserve this for repeat, deliberate no-shows rather than a single missed visit.