Appointment Payments

Key points

• • Require customers to pay before confirming appointments.

• • Automatically create invoices during the booking process.

• • Securely store pending payment bookings.

• • Automatically convert paid bookings into calendar events.

• • Prevent online cancellation of paid appointments to protect revenue.

Key points

• • Reduce no-shows: Customers who paid are significantly more likely to attend (30-50% improvement).

• • Secure revenue: Collect payment before providing service, reduce financial risk.

• • Automation: Automatic invoices and confirmations, save management time.

• • Protect time: Only confirm paid appointments, avoid wasting slots.

• • Accounting integration: Perfect sync between appointments and accounting.

Key points

• • High-value services: In-depth consultations, private sessions, premium support.

• • High no-show rate: Industries with customer attendance issues (spa, clinics, salons).

• • Limited resources: Few slots available, need to ensure customer commitment.

• • Complex preparation: Need to invest time/materials before appointment.

Steps

• 1. Go to Appointments → Configuration → Appointment Types and open the target type.

• 2. Find the Payment section and enable Up-front Payment.

• 3. System automatically assigns default "Booking Fees" product.

• 4. Select Booking Product (can keep default or choose custom product).

• 5. Set Price appropriate for the service.

• 6. Click Save to save configuration.

Two pricing modes

Key points

• • Product type must be Service.

• • Can be Sold must be enabled.

• • Must not be in special service tracking list.

• • Create custom product: Sales → Products → Create → name it (e.g. "30-min Consultation") → Product Type: Service → Sales Price → Can be Sold: enable → Save.

Steps

• 1. Go to Accounting → Configuration → Payment Providers (or from appointment type, click Configure Payment Providers link).

• 2. Select and activate suitable provider: Stripe (credit/debit cards), PayPal (PayPal accounts), Bank Transfer (manual), VNPay (Vietnam).

• 3. Configure details per provider requirements (API keys, Client ID, Secret).

• 4. Enable Published to activate.

• 5. Run test booking to verify payment flow.

Choosing payment provider

Steps

• 1. Customer browses /appointment and sees credit card icon next to price.

• 2. Selects appointment type, views details and price (per booking or per seat).

• 3. Selects date/time from calendar - if multiple seats selected, price automatically multiplies.

• 4. Fills form with contact information and answers questions.

• 5. Clicks "Proceed to Payment" (instead of "Confirm").

• 6. System creates temporary booking and draft invoice, redirects to payment page.

• 7. Payment page displays: booking summary (date, time, staff), total amount, payment form.

• 8. Enters payment information and confirms.

• 9. Success: Redirects to confirmation page, calendar event created, confirmation email sent.

• 10. Failure: Displays error, allows retry payment.

Key points

• • Go to Appointments → Appointments and filter by Pending Payment (if available).

• • Each booking displays: Customer name, date/time, staff/resource, payment status, linked invoice.

• • Resend payment link: Open booking → view linked invoice → resend link from invoice.

Key points

• • View invoices: Accounting → Customers → Invoices, filter by Draft or Posted.

• • Status: Draft (not confirmed, awaiting payment), Posted (confirmed, paid), Paid (fully paid), Cancelled (cancelled).

• • Payment failed: Customer can retry from link or cancel and rebook, invoice remains Draft.

Key points

• • When it occurs: Staff already has another appointment, resource fully booked, appointment type configuration changed.

• • System handling: When invoice confirmed (payment) → checks availability → if unavailable: marks "Not Available", logs error on invoice, does NOT create calendar event.

• • Process: Check invoice log (Chatter tab) → contact customer → suggest alternative slot or refund → process refund via Add Credit Note.

Key points

• • Important difference: Unpaid appointments can be cancelled online, paid appointments CANNOT be cancelled online.

• • Reasons: Protect revenue, prevent abuse, control refunds.

• • Cancellation process: Customer sees "Paid appointments cannot be cancelled online" → must contact via email/phone → manager receives request → checks policy → decides on refund → cancels event → processes refund via Accounting.

Refund amount by cancellation time

Key points

• • Market research: Compare with competitors in same industry.

• • Opportunity cost: Calculate value of staff time and resources.

• • No-show rate: Higher prices typically lead to fewer no-shows.

• • Psychological pricing: $49 or 490,000 VND better than $50 or 500,000 VND.

Key points

• • Multiple methods: Support cards, PayPal, bank transfer to give customers choices.

• • Clear communication: Display price from start, no hidden fees.

• • Simple payment page: Few steps, easy to understand, mobile optimized.

• • Customer support: Provide phone, chat, email support.

Key points

• • Clear policy: Publish in advance on website and booking form.

• • Fast process: Handle within 3-5 business days.

• • Good communication: Notify customers of progress.

• • Complete records: Cancellation reason, time, refund amount, handler.

Key points

• • Confirmation email: Send immediately after payment with complete information.

• • Reminders: Email or SMS reminder 24 hours before.

• • Instructions: How to get to location, what to prepare, what to bring.

• • Follow-up: Thank you email after appointment, request review.

Key points

• • Conversion rate: Track from view → book → payment.

• • Payment failure rate: Target < 5%, investigate if higher.

• • Average revenue: By appointment type, by time period.

• • No-show rate: Compare before and after enabling up-front payment.

• • Average booking time: From slot selection to payment completion.