How to avoid no-shows

Learn about the no-show feature and credit card disputes.

Updated over a week ago

In this article:


NO-SHOW FEATURE

When the No-Show feature is activated, you'll see the list of no-shows in the side bar menu on the left side in Partner:

Here, you can see the reservations marked as no-shows and with a valid credit card associated to the reservation, and decide if you want to charge them or not.

A no-show entry is made when a guest meets the following requirements:

  • Made an online reservation with a VALID credit card added.

  • Has a manual reservation with a VALID credit card added.

    • To add a credit card to a manual booking:

      1. Change the status of the booking to Hold. This will ask the guest for credit card details.

      2. The status of the reservation will change from Hold to Confirmed when the guest enters the details.

  • Marked as a No-Show from the DASHBOARD.

  • Bookings marked with the Ghost symbol have the no-show feature active.

Clicking CHARGE will change the STATUS to Authorised and Adyen (the financial intermediary) will charge the associated credit card. The transaction will be done simultaneously in Adyen. You can track it by copying/pasting the ID of the reservation (Find it in GUESTBOOK, search for the name and copy the booking ID) in Adyen under Payments.

NOTE:
To use the no-show fee, you must add it to your layer 2 rule.

Your booking policy should also contain a section about this feature and include the amount that you're charging for a no-show. This is so the customer can accept the charge during the booking flow and give you legal permission to charge the fee.


Remember that even though a guest added a valid card, the payment might not get captured. Check the refusal code.
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No-show payments should be initiated as quickly as possible. Anything above 5 days might be difficult to dispute.


WHAT IS A DISPUTE?

A dispute is when a guest refuses to accept the charge on their card and reports it to their bank as an invalid charge/fraud, etc.

Once that happens, a legal process starts between the restaurant and the guest.

This process is facilitated by Adyen, but the restaurant has the responsibility to provide documentation and evidence of the charge.
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​Read more below:

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