When a client adds a Card on File, Clover's verification process will ensure that the card being added is a good card/can be used (i.e., the card is not expired, flagged as lost/stolen, etc.).
Is there a pre-authorized hold placed on the card?:
No. When a customer is adding a card on file, no amount ($) is held on the card. The card is just added & saved to their profile. There is not a hold put on the card for the Cancel/No-Show Fee amount.
The customer is able to delete their card on file in Clover:
Once a card is added on file, Clover sends an automated "You just added a card on file! Manage it here..." email to every customer that adds a card on file. Cojilio does not send this email. In this email from Clover, clients are able to delete their card from their file - this is within Clovers security policy (to allow customers to remove cards on file anytime). We suggest asking your Clover rep or Clover Support if there is any possible way to turn off this email in your Clover settings.
Our suggestion & solution:
If this has become a recurring issue for your business (clients deleting their card on file so they cannot be charged the no-show fee), our suggestion would be to change your business policy to require a deposit upon booking, which will guarantee the payment. If someone no-shows, you have already collected the deposit upon booking - Your no-show fee can simply be “loss of deposit.”
Deposits in Cojilio are not a hold, they are a transaction that occur upon booking. If 3+ customers have skipped out on the no-show fee, we recommend switching to automated deposits to protect your business.
For all customers that have not paid their cancel-fee thus far, you can:
- Disable their client account in Cojilio so they are unable to book a future appointment, or even login to your Online booking.
- You can then: Add the Cancel/No-Show Fee to their checkout cart as a "no-show skipped fee" and charge it the next time they come in OR