A no-show policy should explain the notice deadline, credit treatment and how you decide on any refund or separate payment request. Configure only the controls the product actually provides.
Set the credit rule
In Sessions, open the relevant session type and review its cancellation settings. Count a session credit as used offers attendance-based or cancellation-window-based treatment.
- With attendance-based usage, the credit is used after confirmed attendance; cancellations and no-shows return it.
- With cancellation-window usage, the credit becomes used at the configured deadline. Timely cancellations return it; late cancellations and no-shows do not.
This is not a generic “Forfeit credit” switch and does not itself charge a payment card.
Keep money separate
Automatic late-cancellation charging is unavailable. Connecting Stripe or displaying a policy does not enable no-show fee collection. A cash refund, an invoice/payment request and a session-credit adjustment are separate actions. Review the correct payment and obtain the appropriate authorization before taking a billing action.
Communicate clearly
State the actual notice window and credit treatment in the booking description and any applicable agreement. Explain how clients contact you for exceptions. Avoid claiming that a missed group call automatically produces a refund, a card charge or a credit change without checking that flow's rules.
If the steps do not match what you see, contact support@coachful.co with the workspace URL, the action you tried and a screenshot without passwords or codes. Do not post client information in a public channel.