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Measures Against Unreliable Customers

Customers who do not show up for an appointment mean loss of earnings. With the Belbo calendar, you have the opportunity to reduce appointment cancellations.

Formulate confirmation email

In the confirmation texts you can inform your customers what a missed appointment means. This way you can point out your terms and conditions, mention a cancellation fee or describe that the cancellation represents a financial loss for you.

Use reminder functions

With reminder emails and SMS messages, you can remind customers of their appointments with you. For more information on how to compose these, see Reminder texts.

Prepayment function

You can allow your customers to pay online for services booked online. By the way, this can also be limited to expensive services or a specific customer status. A pre-paid appointment will very likely be attended. Find out more about online payment here.

Mark appointments as cancelled

If a customer does not show up for an appointment, you can mark the appointment as cancelled. In the customer file, it will later be clear how reliable a customer is.

Note appointment cancellation
Click on an appointment and select the option "Appointment cancelled" under Status.

You can then specify a reason for this.


View customer reliability in the customer file
In each customer file you can view the reliability of the customer.
Customers who have always shown up receive a green scale in the customer file, while unreliable customers see the scale turn orange depending on the ratio of attended and cancelled appointments.

Reliability color scale for an unreliable customer:

Cancelled appointment in the customer's appointment archive:



Appointments marked as cancelled can incidentally remain in the calendar. These times are bookable again for other customers without you having to delete the cancelled appointment.

Use customer status

You can give unreliable customers an appropriate customer status so you can identify them immediately when entering appointments:

Draw up terms and conditions

Draft a terms and conditions text in which you alert your customers to the consequences of unannounced missed appointments. Customers who book appointments online must accept the terms and conditions before booking. This gives you legal certainty if you want to charge the customer a cancellation fee.

Block online booking

If you want to prohibit unreliable customers from booking online, you have several options:

Block online booking for registered customers
In each customer file you have the option to block a customer who is already registered for online booking.


Block online booking for unregistered customers
If you use booking without prior login, you can block specific email addresses or phone numbers. For more information about the "Block customers" function, click here.

Block online booking for specific customer groups
If you use customer status to mark unreliable customers, you can also create a separate online booking process for unreliable customers in which no services are listed.

Use SMS-TAN function

To make sure your customers enter the correct phone number when booking online, you can use the SMS-TAN function. This way customers can only book if they enter a code that is sent to their mobile phone.
This function incurs SMS costs according to your contract.