# Bookings report: cancellations, no-shows and busiest times

> See booked value and time ahead, cancellations, late cancellations and no-shows and what they cost, how bookings were made, and your busiest times.

Source: https://docs.fullcolumn.com/reports/bookings

**Reports → Bookings** looks at your appointment book: what's booked from now on, what cancellations and no-shows cost you, how bookings are being made, and when you're busiest. It needs "See reports for the whole salon" (owners and managers to start with).

## Coming up: what's booked from now on

**Coming up, from now** on the Bookings report counts appointments from this moment on, for the next **7 days**, **30 days** (where it starts) or **90 days**. It doesn't depend on the dates chosen for the rest of the report.

| Figure                  | What it is                                                                                                                                             |
| ----------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **Booked value**        | What those appointments are booked at, less any promo code discount, and how many there are.                                                           |
| **Booked time**         | Time booked with the team as a share of their rostered hours from now on. Processing time is left out, because the stylist is free then.               |
| **Average appointment** | Booked value ÷ appointments.                                                                                                                           |
| **Requests waiting**    | Online booking requests still waiting for an answer, and what they're worth if approved. Shown only when there are some, and not in the other figures. |

**By team member** shows each person's appointments, booked value, hours booked and their share of rostered hours, for everyone rostered or booked. **By day** (for 7 days) or **By week** shows the booked value and appointments ahead.

Cancelled appointments aren't counted. Rostered hours are each person's weekly roster with any one-day changes: see [team hours and the roster](https://docs.fullcolumn.com/team/hours-and-roster).

## Cancellations and no-shows

**Cancellations & no-shows** on the Bookings report covers appointments in the dates you choose (by the day they were for):

| Figure                                    | What it is                                                                                                                                         |
| ----------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Cancelled**                             | Appointments cancelled, by the client or the salon, as a share of every appointment in the dates.                                                  |
| **Cancelled late**                        | Cancellations made inside your cancellation notice period.                                                                                         |
| **No-shows**                              | Appointments marked as a no-show, and their share.                                                                                                 |
| **Lost to no-shows & late cancellations** | What no-shows and late cancellations were booked at, less any promo code discount. Under it: what was cancelled with notice, and any fees charged. |

Booking requests that were declined, withdrawn by the client or not answered in time were never bookings, so they're not counted anywhere here.

## What counts as a late cancellation

On the Bookings report, a cancellation is **late** when it was made less than your notice period before the appointment started, or after it started, whoever cancelled it. Your notice period is **Changes & cancellations online** in **Settings → Online booking** (with **Any time**, only cancelling after it was due to start is late).

**Lost** counts no-shows and late cancellations, at what they were booked at, because those times usually go empty. Cancellations with notice are shown apart, because those times are often booked again. **Fees** are the no-show and late cancellation fees charged for them. Appointments brought across from your old booking system are never late, because there's no telling when they were cancelled. See [no-show and late cancellation fees](https://docs.fullcolumn.com/checkout/no-show-fees).

## Cancellations and no-shows by team member and by client

**By team member** on the Bookings report shows each person's **Appts**, **Cancelled**, **Late**, **No-shows**, **Rate** (cancelled or missed, of their appointments) and **Lost**. Each person counts an appointment once, with their own share of what it was worth.

**By client** lists clients who cancelled or missed appointments in the dates, with **Cancelled**, **Late**, **No-shows**, **Lost** and **Fees**. Clients with two or more no-shows or late cancellations in the dates are marked **Repeat** and come first. Choose a client to open their client card. To protect your time from repeat no-shows, see [deposits and card on file](https://docs.fullcolumn.com/checkout/deposits).

## How bookings were made

**How bookings were made** on the Bookings report counts bookings by when they were made, not when they're for: **Online** (your booking page), **By the team** (booked by you and your team) and **Walk-ins**, with what they're booked at and how many have since been cancelled. A booking request counts from when it was approved; requests that never went ahead aren't counted. Bookings brought across from your old booking system aren't counted either.

## Online booking requests on the Bookings report

When you approve online bookings first (or had requests in the dates), the Bookings report shows **Online booking requests** asked for in the dates, by how they ended: **Approved**, **Declined**, **Withdrawn by the client**, **Not answered in time** and **Still waiting**. See [approving online bookings first](https://docs.fullcolumn.com/online-booking/booking-requests).

## Busiest times

**Busiest times** on the Bookings report adds up the hours booked in each hour of each day of the week across the dates, processing time left out, as a grid shaded from quiet to busy, with your busiest hour named ("Busiest: Saturdays, 10am–11am"). Switch to **Hours** to see the numbers. Hover over a square for the hours booked and the average for each of those days. It covers your opening hours, and any time booked outside them. Use it to plan rosters and promotions for quiet times.

## Downloading the Bookings report

**Export CSV** on the Bookings report downloads every table: what's coming up by period and team member, cancellations and no-shows for the salon, each team member and every client, how bookings were made, requests, and the busiest times by hour and day.

## Common questions

### Do no-show fees come off what was lost?

No. **Lost** is what the appointments were booked at. Fees charged for them are shown under it ("$80.00 back in fees"), so you can see how much came back.

### Does a client cancelling online count as late?

No. Online, clients can only cancel before your notice period starts. If they phone and you cancel it for them inside the notice period, it counts as late.

### Why is booked time ahead so low?

It's your booked time against everyone's rostered hours from now on. Appointments booked further out than the window aren't counted, and the further ahead you look, the emptier it is. Compare it week to week rather than with what you end up doing.

### Are walk-ins counted?

Yes. Walk-ins are counted in **How bookings were made**, and in cancellations, no-shows and busiest times like any appointment.