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How Late-Cancel and No-Show Charges Process

When a member cancels too late or doesn't show up, Zipper can automatically apply a fee or hold the charge for staff review. Here's how it works.

How Fees Get Applied

The fee amounts and rules are set per class in Edit Class → Registration details (Refund policy and No-show fee).

The Edit Class Registration details card showing the Refund policy and No-show fee auto-charge amount

There are two modes for late-cancel and no-show fees:

  • Automatic charging — Zipper charges the customer’s saved payment method immediately; no staff action required.
  • Queued fees (Payment Collector) — when no card is on file or the class is set for manual review, the fee lands in Payment Collector for staff to charge manually.

Where Fees Show Up

Payment Collector is where all pending fees land:

  • Navigate to: Payments > Payment Collector
  • The Queued Fees tab shows all pending late-cancel and no-show charges
  • Staff can review, modify amounts, or charge each fee individually
  • A downloadable report is available showing all fees in the period

Class/Event Late Cancellations and No-Shows

After the refund cutoff, Zipper evaluates the “Late cancellation handling” setting: if set to auto-charge, the fee fires immediately (with a card on file); otherwise it goes to Payment Collector. For no-shows, Zipper checks for registrations with no check-in after class end time and applies the configured fee.

Appointment no-shows follow the same process using the fee configured on the appointment type.

Tips

  • Check Payment Collector regularly: Queued fees don’t expire — review weekly and dismiss any you want to waive.

Troubleshooting

Late cancel fee didn’t charge automatically? Check: (1) class has automatic charging configured, (2) customer has a valid payment method, (3) cancellation was within the late window.

Unrecognized fee in Payment Collector? Each fee shows customer name, class/appointment, and date. Dismiss it if incorrect — it won’t charge until manually processed.

Need a hand?

Email our team at support@joinzipper.com and we'll usually reply within a few hours.

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