Handling No-Shows
You always mark no-shows yourself. Dolyu doesn't detect them automatically.
In this guide
- Mark an appointment as a no-show after it starts
- See what Dolyu records after a no-show
- Set the threshold for automatic blocking
Who can do this
The Owner and Admins can mark any appointment as a no-show. Members can only mark appointments they handle (see Roles & Permissions).
Mark an appointment as a no-show
Find an appointment that has started and open the row menu
In the "Appointments" list, find a Pending or Confirmed appointment whose start time has passed. Click ⋮ at the end of the row, then select No-show 1. You can't mark an appointment as a no-show before it starts. If the customer says they won't come, cancel it instead.
Or mark it from its details
Open an appointment that has started, then click Mark as no-show at the bottom left of "Appointment details". You don't need to confirm a Pending appointment first. In the dialog, you can use Note (optional) to record what happened.
What happens after you mark a no-show
- The customer's "No-shows" count goes up by 1. Walk-ins have no customer record, so nothing is counted.
- You can still collect payment on a no-show appointment. In the appointment details, click Collect in the "Payment" section. Only the Owner and Admins can do this.
- If you've set the Auto-blacklist threshold in Booking Rules & Policies, Dolyu blocks the customer automatically when their count reaches the threshold (see below).
How automatic blocking works
You can set the Auto-blacklist threshold to 1–10 no-shows. Leave it blank to turn it off. Each time you mark a no-show, Dolyu checks the customer's total. If it reaches the threshold and the customer isn't already blocked, Dolyu blocks them and records the reason as "Automatic: N total no-shows" in their customer details.
- If you unblock a customer manually, they're blocked again automatically the next time they're marked as a no-show, based on their total count.
- Setting a threshold doesn't act on existing counts retroactively. Dolyu checks the customer against it the next time they're marked as a no-show.
Warning
If you set the threshold to 1, a customer is blocked after their first no-show and can no longer book online. Before you set it, make sure that's the level of strictness you want. To learn how blocking affects customers, see Tags & Blocklist.
Common questions
Can I undo a no-show?
No. A no-show can't be undone after you mark it, so check before you mark one. If you mark one by mistake, the only option is to follow up with the customer, for example by helping them reschedule.
If I clear the Auto-blacklist threshold, are automatically blocked customers unblocked?
No. Clearing the threshold only stops automatic blocking from then on. To unblock customers who are already blocked, do it manually in their customer details.
Does each appointment in a multi-slot booking count as a separate no-show?
Yes. Each appointment in a series is a separate appointment. Each one you mark as a no-show adds 1 to the count and is checked against the threshold separately.
Troubleshooting
| Issue | Cause and fix |
|---|---|
| "No-show" doesn't appear in the list | It appears once the appointment's start time has passed. If the appointment hasn't started and the customer says they won't come, cancel it instead |
| A customer past the threshold wasn't blocked automatically | Setting a threshold doesn't act on existing counts retroactively. Dolyu checks the customer against it the next time they're marked as a no-show |