Mark a no-show and decide the credit

Everything here happens on the Bookings page in the sidebar — from the Booking actions menu at the end of a row, or from the detail panel that opens when you click the row. It works on every Calso plan.

When the no-show action is available

A session can be marked as a no-show once two things are true: its status is Confirmed, and its start time has passed — which puts it on the Past tab. The action never appears on a Pending Approval request, a Payment Pending hold, or anything already Cancelled, Completed or marked as a no-show; see What each booking status means for why each of those is closed off.

The action has two names. In the Booking actions menu on a row it reads Mark as no-show and appears as soon as the start time has gone by; in the booking's detail panel it is a Mark No-Show button in the footer, which appears once the session's end time has passed.

Mark the session

1. Open the Bookings page and find the session

   Click Bookings in the sidebar and switch to the Past tab. If the list is long, set the status dropdown to Confirmed to hide sessions you've already closed out, or type the client's name into Search clients... — that box matches names and email addresses, not event type titles.

2. Choose Mark as no-show

   Open the Booking actions menu at the end of the row and choose Mark as no-show. If the booking is already open in the detail panel, its Mark No-Show button does the same thing.

3. Confirm

   A Mark as no-show? dialog explains what will happen. Press Mark No-Show to go ahead — the status changes immediately, and a Booking marked as no-show message confirms it.

4. Answer the credit question if it appears

   For a session booked with a package credit, Restore package credit? opens straight away and names the package the credit came from. Choose Yes, restore credit or No, keep consumed before you close it — this is the only time you'll be asked.

Whether the credit goes back

A package credit is spent when the session is booked, or when you press Approve if the event type asks for your approval first. Marking a no-show does not reverse that by itself, which is why Calso asks.

Yes, restore credit puts one credit back on the client's balance and confirms with Credit restored to client's package. If that package had already been used up, restoring a credit makes it active again, so the client can book with it straight away. No, keep consumed leaves the credit spent — the missed session counts against their balance exactly as an attended one would — and confirms with Credit kept as consumed.

Which to pick is a policy question. Restoring is the goodwill answer for a first miss; keeping it consumed is what makes a cancellation policy mean anything. Whichever you choose, be consistent about it.

Sessions paid with money skip the question entirely: no refund is attached to a no-show, and the payment stays with you. If returning money is what you want, cancel the booking instead and choose a refund there, as described in Cancel a booking and choose the refund. A session can be one or the other, never both.

Where the no-show shows up

On the Bookings page the row picks up a red No-Show badge, and the status dropdown gains No-Show as a filter, so you can pull up every missed session on its own. Open the booking and the Details tab of a credit-paid session carries a line reading either No-show -- credit decision recorded or No-show -- credit decision pending — that's how you check afterwards whether the question ever got answered. The Notes tab shows a red Client did not attend. banner above the session notes.

On the client's record — reached from Clients in the sidebar, or from View client profile in the Booking actions menu — the metrics strip along the top gains one to its No-Shows count and recalculates No-Show %, the Past tab lists the session with a No-Show badge, and the Activity tab adds a timeline entry reading "No-show:" followed by the event type name. If you restored the credit, open the client's package: the Credit Ledger tab carries a +1 entry labelled "Credit restored — client no-show" with the running balance beside it, and the Sessions Used tab lists the missed session with a No-Show badge. Work a client record covers the rest of that page.

What a no-show does not do

It sends nothing — Calso doesn't email the client. To have a message go out every time, build one under Automations in the sidebar on the No Show trigger; see Automation triggers and actions.

It is also the end of the line for that session. A no-show can't be rescheduled, cancelled, or later marked Completed, so if the client did in fact show up, use Mark as Completed on the row instead. To give someone the time back, book them a fresh session from their record.

Group events work differently: attendance there is a tick beside each attendee on the group event's Sessions tab, covered in Run a group event or recurring series.

Watching the pattern

One no-show is an accident; a pattern is worth acting on. Analytics in the sidebar has a Patterns tab showing No-Show Rate Over Time, No-Shows by Event Type, No-Shows by Day and No-Shows by Client Type — enough to tell whether it's one client, one time slot, or one offering emptying out.

If that points at a policy problem rather than one client, tightening your cancellation windows helps more than chasing individuals — see Set your cancellation policy and waivers. For the sessions that did happen, next comes Write session notes on a booking.