A patient doesn't arrive, and you decide the policy applies. Goji gives you a way to act on it that only works if the patient agreed to it beforehand, and that you start by hand.
The fee needs its own consent
A saved card can be authorized for three uses, each building on the one before (Cards on file covers saving one). The last is This card may be charged a no-show fee, and it can't be ticked without the one under it, charging the card without the patient present. At charge time Goji checks that the card is still active, hasn't expired, belongs to a customer still linked on Square, and has an active consent that includes the no-show fee. It checks again when you press the button, not just when the list loads, so a consent withdrawn a few minutes earlier is respected.
A card authorized only for a balance due, or only for staff to pick it in person, is never offered for a fee. A patient can't grant the no-show fee themselves from the portal, so that authorization is arranged by your team, or given when they book a service that asks for a card on file: see Prepaid appointments.
Two steps, both yours
Marking a visit as a no-show doesn't create or charge a fee. Nor does the late-change window, which only warns your staff and asks patients to contact you. Charging a fee is two things you do on purpose.
- On the patient's Billing tab, Charge (Add a charge) takes a description such as Late cancellation and an amount. Goji puts it on its own invoice and issues it, so it is a fee you set, not a fixed price.
- On that invoice, Collect payment → Charge saved card (patient not present) opens the form. Set Reason to No-show fee, pick from the eligible cards, and press Charge. The amount starts as what is due, and you can lower it for a partial fee.
There is no entering a new card here, since the patient isn't present to give one. The charge needs Square connected, and an amount above what the invoice still owes is refused.
What is recorded
The charge is an ordinary Square payment on the invoice. Its note on Square's side says plainly why it was made, with the invoice number and (no-show fee). Goji records the payment against the invoice with your name as the person who made it, and writes an access-log entry. The patient gets a numbered receipt like any other payment, and the standard Payment receipt email goes out if that workflow is active.
If it doesn't go through
A declined charge shows the reason on screen and records no payment. Because nobody was there to see it fail, an active Card charge failed workflow emails the patient a prompt to update their card. Whether messages actually send depends on your messaging settings: see Payment alerts.
If the card is not authorized, the form says so and links to Saved payment methods. If a fee is later wrong, refund it like any payment: see Refunds. If the patient disputes it with their bank, it appears under Chargebacks.