To access a report on your cancellations and no shows head to Reports > Bookings > Cancellations and no shows.
This report will provide a summary for the cancellations and no shows within the date range selected. You can change the date range by selecting a new date from the drop down calendar.
The report will list:
Status - either Cancelled or No show
Count - count of how many cancelled or no showed bookings
Total net
Total gross
If you select on View Cancellations, it will take you directly to the orders page to view these cancelled orders:
If you select View No Shows, it will take you directly to the orders page to view these no show orders:
How to cancel an order
Head to the Orders page > Find the order > below client details 'Cancel order' >
A pop up will appear double checking if you want to cancel the order, if you do select 'Yes, cancel order'...
Cancelling an order
If you are going to refund the customer in full and do not intend to retain any money from the cancelled order, you can Cancel the order.
When an order is cancelled in the app (internally), please bear in mind that:
Trybe will not account for or push any revenue from the order to your PMS.
Any payments made against the order will need to be refunded manually.
Payments will never be refunded automatically when an order is cancelled.
How to mark an order as a no show
From the Orders page
Head to the Orders page > Find the order > below client details > 'No show'...
From the Calendar
Alternatively, you can head to Calendar > select on the order > no show...
Confirm the No Show
In both cases, a warning will appear asking you to confirm that you want to mark the order as a No Show.
If you want to proceed, select Yes, mark as a no show.
Important information
You can only mark an order as a No Show on the day of the booking.
The No Show option should be used when the payment is not going to be refunded, for example, when a client has not turned up for their booking or has cancelled within your cancellation period (e.g. within 24/48 hours).
Marking an order as a No Show will finalise the order and push the payment as No Show revenue to your PMS.
⚠️ Please note: Once an order has been marked as a No Show, it cannot be reversed or edited. The order will also disappear from the Calendar.
Outstanding balances
The No Show option will not appear if there is any outstanding balance remaining on the order.
This is because marking an order as a No Show finalises the order and posts its value as revenue, so the order cannot be closed while money is still owing.
To make the No Show option appear, you must first clear the outstanding balance to £0:
If you are charging the client for the No Show, take payment to clear the balance.
If you are not charging the client, apply a discount or write-off to bring the balance to £0.
Once the balance has been cleared, the No Show option will become available.
The No Show status will then remain on the client's profile as a record.
Refunding a No Show order
If you need to refund a client after an order has been marked as a No Show, the refund will need to be handled manually. This is because the revenue has already been recorded under the No Show Revenue Centre in your PMS.
You can still process a refund for an order that has been marked as a No Show, but you will need to manually post the refund to your PMS. You may also need to remove and redo the Revenue Posting for that day, depending on your PMS setup.