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What happens when a client’s payment fails?

Previously, bookings could be automatically canceled if a payment failed during checkout. To improve flexibility for both practitioners and clients, bookings are no longer automatically canceled when a payment fails.

This update applies to all service types on Heallist.

What Happens When a Payment Fails

If a client’s payment attempt does not go through:

  1. The appointment remains confirmed on the practitioner’s calendar.

  2. Both the practitioner and the client receive an email notification informing them that the payment attempt failed.

  3. The client receives instructions in the email to retry the payment and complete their booking. The practitioner, on the other hand, receives a notification to confirm if they would like to cancel, reschedule, or continue the session. 

This ensures the booking is not automatically lost due to temporary payment issues such as card errors or connection interruptions.

How Clients Can Retry Their Payment

If a payment attempt fails, the client will receive an email notification with instructions to complete their booking.

Once funds are available on their card, the client can:

  1. Open the payment notification email.

  2. Review the session details and pricing included in the message.

  3. Click the “Submit Payment” button in the email.

This will take them back to their secure payment page where they can retry the transaction and complete the payment.

Once the payment is successfully processed, the booking remains confirmed and the funds will be transferred to the practitioner within 72 hours, allowing time for any booking updates or disputes if necessary.

What Practitioners Should Do

Once the payment failure notification is sent, the next steps are up to the practitioner and the client. Practitioners may choose to:

  • Continue with the appointment once the client retries payment

  • Ask the client to retry payment before the session

  • Cancel or reschedule the appointment if needed

Practitioners must communicate with their clients to decide on how to proceed. You can do this by sending your client a message in the Heallist app. 

Important Note

Heallist cannot make changes to the booking in cases of failed payment. The decision to continue, cancel, or reschedule the appointment should be handled directly between the practitioner and the client.

If you have questions about payment notifications or managing bookings, please reach out through live chat at the bottom right corner of your Heallist page or visit the Support Center.