Handling No-Shows
Dolyu currently has no automatic no-show detection — the system doesn't scan overdue, unfinished appointments and mark them automatically; it's always a manual merchant action.
How to Mark a No-Show
In the Appointments list, find a Confirmed appointment and select "No-show" from the row menu. This quick button on the list only appears for Confirmed appointments; opening the appointment detail dialog's "⋮" menu, Pending appointments can also be marked as a no-show directly — you don't need to confirm it first.
What Happens After Marking
- The customer's no-show count increases by one; you can see it on the customer's profile page.
- The most recent no-show time is recorded.
- If you've set an auto-blacklist threshold under "Booking Rules & Policies," once the cumulative no-show count reaches that threshold, the system automatically blacklists the customer and marks their profile "Automatic: N consecutive no-shows." With no threshold set (left blank), this feature is off — you can still manually blacklist a customer from their profile page as usual.
INFO
A customer's "cancellation count" only increases when the customer cancels the appointment themselves — cancellations initiated by the merchant don't count toward it.
How Auto-Blacklisting Works
If "Booking Rules & Policies" has an auto-blacklist threshold set (1–10, leave blank to disable), every time a no-show is marked, the system checks whether that customer's cumulative no-show count has reached the threshold:
- It only triggers the moment the threshold is reached — it's not re-evaluated on every single no-show.
- A customer who's already blacklisted isn't processed again — further no-shows afterward won't trigger auto-blacklisting a second time.
- The threshold takes effect going forward only: a customer who hasn't previously triggered blacklisting (because no threshold was set yet, or the count hadn't reached it) will be evaluated against the current threshold the next time they're marked a no-show — the system doesn't retroactively scan history to blacklist them.
WARNING
Once auto-blacklisted, the customer is placed on the blacklist, which may affect their ability to book going forward (see "Tags & Blocklist"). Setting the threshold too low (e.g., 1) effectively means "one no-show and they're permanently blacklisted" — confirm this is the strictness you want before setting it.
Common Questions
The customer wasn't actually a no-show — we messed up the time slot on our end. Can I undo the mark after the fact? There's currently no "undo no-show" action — once marked, it's final. Confirm the status before marking. If you do mark it in error, you'll need to work it out with the customer directly (e.g., help them rebook) — the system record itself can't be reverted.
If I turn off the auto-blacklist threshold (clear it), are customers who were already auto-blacklisted automatically removed from the blacklist? No. The threshold only controls whether new customers keep getting auto-blacklisted going forward — it doesn't retroactively affect existing blacklist records. To remove a specific customer from the blacklist, do it manually on their profile page.
Does the no-show count include every slot in a multi-slot booking (series)? Yes. Each slot in a series is still an independent appointment, so marking each one as a no-show adds one to the count individually, and each is evaluated separately against the auto-blacklist threshold.
Can a Pending appointment be marked as a no-show directly? Yes. The "No-show" quick button on the appointments list only shows for Confirmed appointments, but the appointment detail dialog's "⋮" menu lets you mark a Pending appointment as a no-show directly as well — confirming first isn't required.