No-Show Policy
How Royal Glow tracks missed appointments — the escalating tiers, the 90-day window, manager approval, automatic recovery, and why walk-ins never count.
No-Show Policy
A no-show is when a customer has a confirmed appointment and simply doesn't turn up. The occasional miss happens to everyone, so the policy is gentle at first and only adds friction for repeat offenders. There are no fees, ever — the only consequence is that frequent no-shows eventually need a manager to approve their bookings. This page explains how the tiers work and how a customer recovers.
A booking is marked no_show automatically 15 minutes after its end time if it
was still confirmed and the customer never arrived. The policy applies only to
pre-booked appointments — see why walk-ins are excluded below.
What it is
A fair, escalating system that protects the salon's calendar from repeated slot-hoarding without punishing honest mistakes. The first few misses are just noted; only a pattern of misses adds a check before future bookings.
How it works — the tiers
No-shows accumulate on the customer's record. The consequence steps up as the count rises.
| Cumulative no-shows | Consequence |
|---|---|
| 1st, 2nd, 3rd | noshow_count increments and a CRM note is added automatically. No restriction on booking. |
| 4th (within 90 days of the 1st) | booking_requires_approval is set to true — a manager must approve every future booking. A push and email go to the customer, and the "No-Show Risk" CRM tag is applied. |
| 5th (any time) | A warning note is added to all future bookings for the receptionist: "Repeated no-shows — verify before confirming." The receptionist can still override per booking. |
The 4th no-show only triggers approval-required if it falls within 90 days of the first one. The window matters: misses spread thinly over a long period don't escalate the same way a cluster of recent misses does.
How it works — the "No-Show Risk" tag
Once a customer crosses the 4th-no-show threshold, two things happen together:
booking_requires_approval = true— their future bookings can't be auto-confirmed; a manager reviews each one first.- The "No-Show Risk" CRM tag — applied to their profile so staff can see the pattern at a glance in the customer list and on the booking screen.
How it works — automatic recovery
The policy is designed to forgive. A flagged customer earns their way back automatically:
Recovery is hands-off. No one at the salon has to manually clear the flag — the system removes it the moment the customer completes their third consecutive clean booking.
Why walk-ins don't count
A walk-in booking is created by a receptionist only when the customer is already
physically standing in the salon. There is no pre-reserved slot for them to miss,
so a no_show status on a walk-in does not count toward the no-show tier.
The same fairness applies to salon-side cancellations. If the salon cancels a booking — for example because a staff member went on leave — that is never counted against the customer. See Staff Scheduling & Leave.
How it relates to cancellations
A no-show is different from a cancellation. Cancelling — even at short notice — is handled separately and never carries a fee.
| Action | Counts as no-show? | Consequence |
|---|---|---|
| Cancel more than 4 hours before | No | Free, no record, slot released immediately. |
| Cancel within 4 hours | No | Tagged in CRM, late_cancellation_count increments, a courtesy call. No fee. |
| Don't show up at all | Yes | Counts toward the no-show tiers above. |
Where the thresholds live
The no-show thresholds and the cancellation window are configuration keys, not
hard-coded values. A manager can adjust them under admin.theroyalglow.in/settings, alongside
other policy settings like the GST number and business hours.
Related links
Booking System
The booking lifecycle, including how a booking becomes a no-show.
Staff Scheduling & Leave
Why salon-side cancellations never count against the customer.
CRM & Lead Pipeline
How the No-Show Risk tag and notes appear on a customer profile.
Admin — Bookings API
Marking a booking as no-show and the manager approval flow.
Data Model
The customer_profile no-show fields and customer_tag tables.
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