{"id":383376,"date":"2026-09-28T09:21:16","date_gmt":"2026-09-28T09:21:16","guid":{"rendered":"https:\/\/alteg.io\/?post_type=docs&#038;p=383376"},"modified":"2026-09-28T09:21:45","modified_gmt":"2026-09-28T09:21:45","password":"","slug":"383376","status":"publish","type":"docs","link":"https:\/\/alteg.io\/en\/support\/knowledge-base\/383376\/","title":{"rendered":"Payment policy link for appointments booked by an administrator"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">A payment policy is applied automatically only to online bookings. For an appointment that an administrator creates in the Appointment Calendar, the administrator adds the policy manually: Altegio calculates the deposit or the card guarantee terms for this appointment and creates a payment link with a deadline. The client follows the link to pay the deposit or link a card, and from then on the appointment is protected by the policy in the same way as an online booking.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">When to use<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>A client books by phone or in a messenger, and you want them to pay the same deposit as clients who book online.<\/li>\n\n\n\n<li>A client who has missed visits before books with the administrator, and you want a card guarantee for this visit.<\/li>\n\n\n\n<li>An appointment was saved without a payment policy, and you want to secure it before the visit.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Before you start<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">You need:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>An activated payment policy in the location. It is configured in <strong>Administration<\/strong> mode under <strong>Digital Payments &gt; Payment policy<\/strong>. See <strong><a href=\"https:\/\/alteg.io\/en\/support\/knowledge-base\/360414\/\">Payment policies<\/a><\/strong>.<\/li>\n\n\n\n<li>The <strong>Process the payment<\/strong> permission. This is the same booking window permission that lets you charge and waive payment policy fees. There is no separate permission for payment policies. See <strong><a href=\"https:\/\/alteg.io\/en\/support\/knowledge-base\/4847132275229-booking-window-access-rights\">Booking window access rights<\/a><\/strong>.<\/li>\n\n\n\n<li>For <strong>Card guarantee mode<\/strong>, a connected Adyen account. See <strong><a href=\"https:\/\/alteg.io\/en\/support\/knowledge-base\/277822\">Adyen Integration: Setup and verification guide<\/a><\/strong>.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">How to add a payment policy to an appointment<\/h2>\n\n\n\n<ol class=\"wp-block-list\">\n<li>In <strong>Digital Schedule<\/strong> mode, open the appointment in the Appointment Calendar: click the appointment&#8217;s cell. To create a new appointment, click an empty slot and select <strong>Appointment<\/strong>.<\/li>\n\n\n\n<li>Add the client and at least one service with a price above 0. The appointment status must be <strong>Pending<\/strong> or <strong>Confirmed<\/strong>.<\/li>\n\n\n\n<li>In the <strong>Payment policy<\/strong> block, click <strong>Set up<\/strong>. Altegio calculates the policy for this appointment and shows <strong>Required upfront payment<\/strong> with the deposit amount (Deposit mode) or <strong>Required card guarantee<\/strong> with the fees (Card guarantee mode). No link is created at this step, and nothing is sent to the client.<\/li>\n\n\n\n<li>Check the amounts. If you change the client, the services, or the prices after the calculation, the amounts don&#8217;t update on their own, and the block shows &#8220;The appointment changed after this calculation. Refresh to update the amounts.&#8221; Click <strong>Refresh<\/strong> to recalculate. If the new amount is 0, the calculation is reset. To discard the calculation, click the cross icon.<\/li>\n\n\n\n<li>Click <strong>Save and request deposit<\/strong> (Deposit mode) or <strong>Save and send card setup link<\/strong> (Card guarantee mode). Altegio saves the appointment, creates the payment link, and starts the countdown.<\/li>\n\n\n\n<li>In the window that opens, send the link to the client or copy it and share it in any convenient way.<\/li>\n<\/ol>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\"><strong>Note<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Closing the sending window doesn&#8217;t cancel the request: the link stays valid and the countdown continues. You can send the same link again from the <strong>Payment policy<\/strong> block. Sending or copying the link again doesn&#8217;t create a new link and doesn&#8217;t restart the countdown.<\/p>\n<\/blockquote>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\"><strong>Note<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If you save the appointment without clicking <strong>Save and request deposit<\/strong> or <strong>Save and send card setup link<\/strong>, no payment link is created, nothing is sent to the client, and the appointment isn&#8217;t locked.<\/p>\n<\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\">What happens after you request the payment<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The payment link is valid until the deadline set in the payment policy: <strong>Payment deadline<\/strong> in Deposit mode or <strong>Deadline for linking a card<\/strong> in Card guarantee mode (15 minutes by default). The countdown starts when the link is created, not when you send it.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">While the client hasn&#8217;t paid<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The <strong>Payment policy<\/strong> block shows <strong>Awaiting payment<\/strong> (Deposit mode) or <strong>Awaiting card link<\/strong> (Card guarantee mode). The appointment is locked: you can&#8217;t edit it, change its status, or delete it. To do any of this, cancel the payment request first.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">When the client pays the deposit or links the card<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The status changes to <strong>Client accepted<\/strong>. From this moment the appointment follows the same rules as an online booking with a payment policy: the deposit is applied at checkout, and no-shows, late cancellations, and reschedules are handled in the visit window. See <strong><a href=\"https:\/\/alteg.io\/en\/support\/knowledge-base\/360423\/\">Charging fees and rescheduling visits with a payment policy<\/a><\/strong>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">When the deadline passes without payment<\/h3>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\"><strong>Important<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If the client doesn&#8217;t pay the deposit or link the card before the deadline, <strong>Altegio deletes the appointment from the Appointment Calendar<\/strong>. This also applies to an appointment that existed before you requested the payment.<\/p>\n<\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\">How to cancel a payment request<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">You can cancel the payment request until the client starts paying. Cancelling deactivates the link, unlocks the appointment, and returns the <strong>Payment policy<\/strong> block to the state with <strong>Set up<\/strong> available. A client who opens a cancelled link sees: &#8220;The location cancelled this payment request, so the link is no longer valid.&#8221;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The client starts paying when they tick the consent checkboxes on the link page and click <strong>Pay<\/strong>. After that, the request can&#8217;t be cancelled, and Altegio shows: &#8220;Payment for this appointment has already started, so the request can no longer be cancelled.&#8221; The request then ends in one of two ways: the client pays or links the card, or the deadline passes. Until then, the appointment&#8217;s status can&#8217;t be changed.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How Altegio calculates the amounts<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Only services count. Products in the appointment aren&#8217;t included.<\/li>\n\n\n\n<li>Altegio uses the final cost of the services, including a manually changed price, discounts, and client discounts already applied.<\/li>\n\n\n\n<li>If the appointment is partly paid, the calculation uses the unpaid remainder. The deposit can&#8217;t be higher than the unpaid amount for services.<\/li>\n\n\n\n<li>A fully paid appointment can&#8217;t get a payment policy. After you add another paid service, <strong>Set up<\/strong> can become available again.<\/li>\n\n\n\n<li>A deposit already applied to this appointment counts as a payment and reduces the remainder. You can request a new payment policy for the remaining amount. Only one payment policy request can be active for an appointment at a time.<\/li>\n\n\n\n<li>For each service, Altegio uses the service&#8217;s own settings from the <strong>Services<\/strong> scope of the payment policy. Services without their own settings get the default policy settings.<\/li>\n\n\n\n<li>The scope limits of the policy aren&#8217;t checked: the client type, the minimum visit amount, and the selected services and team members are ignored.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Why the Set up button is unavailable<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">When <strong>Set up<\/strong> can&#8217;t be used, the <strong>Payment policy<\/strong> block shows the reason:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th>Situation<\/th><th>Message<\/th><\/tr><\/thead><tbody><tr><td>The location has no payment policy<\/td><td>&#8220;The location has no payment policy set up yet. Configure it in the location settings.&#8221;<\/td><\/tr><tr><td>The appointment has no client or no services<\/td><td>&#8220;Appointment has no client or services \u2014 add them to set up a payment policy.&#8221;<\/td><\/tr><tr><td>The status is <strong>Arrived<\/strong> or <strong>No-show<\/strong><\/td><td>&#8220;The appointment is already marked as arrived or no-show, so a payment policy can&#8217;t be set up.&#8221;<\/td><\/tr><tr><td>The appointment total is 0<\/td><td>&#8220;The appointment total is 0, so there&#8217;s nothing to secure with a payment policy.&#8221;<\/td><\/tr><tr><td>The appointment is a group event<\/td><td>&#8220;Payment Policy isn&#8217;t available for group events.&#8221;<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">If you return an appointment from <strong>Arrived<\/strong> or <strong>No-show<\/strong> to <strong>Pending<\/strong> or <strong>Confirmed<\/strong>, <strong>Set up<\/strong> becomes available again. A calculation that you haven&#8217;t requested yet is reset when you mark the appointment as <strong>Arrived<\/strong> or <strong>No-show<\/strong>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Special cases<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">A service is covered by a membership with auto-charge<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">You can add the payment policy even if the client&#8217;s membership with auto-charge covers a service in the appointment. The visit window then warns: &#8220;The membership won&#8217;t be charged if the payment policy is set up&#8221;. While the payment policy of the appointment is active or applied, the membership isn&#8217;t charged for this appointment. This also applies if the client gets the membership after you requested the payment.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">The appointment is booked for another visitor<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">If <strong>Client is booking for another visitor<\/strong> is selected in the appointment, the payment link goes to the client of the appointment.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Recurring appointments<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The payment policy isn&#8217;t copied to repeated appointments. Set it up for each appointment separately.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Regular payment links<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The payment policy link is a separate link. The regular payment link for the visit (see <strong><a href=\"https:\/\/alteg.io\/en\/support\/knowledge-base\/6586847391261\/\">Sending payment links from the visit window \/ via QR code<\/a><\/strong>) doesn&#8217;t change and can exist for the same appointment at the same time.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Limitations<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>You can&#8217;t change the policy type or the amounts in the visit window. They come from the payment policy settings.<\/li>\n\n\n\n<li>The visit window doesn&#8217;t show the history of payment policy requests.<\/li>\n\n\n\n<li>In Altegio.me and in the online booking widget, the appointment isn&#8217;t marked as awaiting payment. The client pays only by the link.<\/li>\n\n\n\n<li>Not available in the Altegio Business Management mobile app.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">FAQ<\/h2>\n\n\n\n<div data-wp-context=\"{ &quot;autoclose&quot;: false, &quot;accordionItems&quot;: [] }\" data-wp-interactive=\"core\/accordion\" role=\"group\" class=\"wp-block-accordion is-layout-flow wp-block-accordion-is-layout-flow\">\n<div data-wp-class--is-open=\"state.isOpen\" data-wp-context=\"{ &quot;id&quot;: &quot;accordion-item-1&quot;, &quot;openByDefault&quot;: false }\" data-wp-init=\"callbacks.initAccordionItems\" data-wp-on-window--hashchange=\"callbacks.hashChange\" class=\"wp-block-accordion-item is-layout-flow wp-block-accordion-item-is-layout-flow\">\n<h3 class=\"wp-block-accordion-heading has-icon has-icon-right\"><button aria-expanded=\"false\" aria-controls=\"accordion-item-1-panel\" data-wp-bind--aria-expanded=\"state.isOpen\" data-wp-on--click=\"actions.toggle\" id=\"accordion-item-1\" type=\"button\" class=\"wp-block-accordion-heading__toggle\"><span class=\"wp-block-accordion-heading__toggle-title\"><strong>How do I take a deposit for an appointment booked by phone?<\/strong><\/span><span class=\"wp-block-accordion-heading__toggle-icon\" aria-hidden=\"true\">+<\/span><\/button><\/h3>\n\n\n\n<div aria-labelledby=\"accordion-item-1\" data-wp-bind--hidden=\"state.isHidden\" data-wp-on--beforematch=\"actions.handleBeforeMatch\" id=\"accordion-item-1-panel\" role=\"region\" class=\"wp-block-accordion-panel is-layout-flow wp-block-accordion-panel-is-layout-flow\">\n<p class=\"wp-block-paragraph\">Open the appointment in the Appointment Calendar, click <strong>Set up<\/strong> in the <strong>Payment policy<\/strong> block, check the amount, and click <strong>Save and request deposit<\/strong>. Then send the link to the client. The client pays the deposit by the link before the deadline set in the payment policy.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div data-wp-class--is-open=\"state.isOpen\" data-wp-context=\"{ &quot;id&quot;: &quot;accordion-item-2&quot;, &quot;openByDefault&quot;: false }\" data-wp-init=\"callbacks.initAccordionItems\" data-wp-on-window--hashchange=\"callbacks.hashChange\" class=\"wp-block-accordion-item is-layout-flow wp-block-accordion-item-is-layout-flow\">\n<h3 class=\"wp-block-accordion-heading has-icon has-icon-right\"><button aria-expanded=\"false\" aria-controls=\"accordion-item-2-panel\" data-wp-bind--aria-expanded=\"state.isOpen\" data-wp-on--click=\"actions.toggle\" id=\"accordion-item-2\" type=\"button\" class=\"wp-block-accordion-heading__toggle\"><span class=\"wp-block-accordion-heading__toggle-title\"><strong>How long does the client have to pay by the link?<\/strong><\/span><span class=\"wp-block-accordion-heading__toggle-icon\" aria-hidden=\"true\">+<\/span><\/button><\/h3>\n\n\n\n<div aria-labelledby=\"accordion-item-2\" data-wp-bind--hidden=\"state.isHidden\" data-wp-on--beforematch=\"actions.handleBeforeMatch\" id=\"accordion-item-2-panel\" role=\"region\" class=\"wp-block-accordion-panel is-layout-flow wp-block-accordion-panel-is-layout-flow\">\n<p class=\"wp-block-paragraph\">Until the deadline set in the payment policy: <strong>Payment deadline<\/strong> in Deposit mode or <strong>Deadline for linking a card<\/strong> in Card guarantee mode, 15 minutes by default. The countdown starts when the link is created. If the client doesn&#8217;t pay in time, Altegio deletes the appointment.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div data-wp-class--is-open=\"state.isOpen\" data-wp-context=\"{ &quot;id&quot;: &quot;accordion-item-3&quot;, &quot;openByDefault&quot;: false }\" data-wp-init=\"callbacks.initAccordionItems\" data-wp-on-window--hashchange=\"callbacks.hashChange\" class=\"wp-block-accordion-item is-layout-flow wp-block-accordion-item-is-layout-flow\">\n<h3 class=\"wp-block-accordion-heading has-icon has-icon-right\"><button aria-expanded=\"false\" aria-controls=\"accordion-item-3-panel\" data-wp-bind--aria-expanded=\"state.isOpen\" data-wp-on--click=\"actions.toggle\" id=\"accordion-item-3\" type=\"button\" class=\"wp-block-accordion-heading__toggle\"><span class=\"wp-block-accordion-heading__toggle-title\"><strong>The appointment disappeared from the calendar after I sent the payment link. Why?<\/strong><\/span><span class=\"wp-block-accordion-heading__toggle-icon\" aria-hidden=\"true\">+<\/span><\/button><\/h3>\n\n\n\n<div aria-labelledby=\"accordion-item-3\" data-wp-bind--hidden=\"state.isHidden\" data-wp-on--beforematch=\"actions.handleBeforeMatch\" id=\"accordion-item-3-panel\" role=\"region\" class=\"wp-block-accordion-panel is-layout-flow wp-block-accordion-panel-is-layout-flow\">\n<p class=\"wp-block-paragraph\">The client didn&#8217;t pay the deposit or link the card before the deadline. In this case Altegio deletes the appointment from the Appointment Calendar, even if it existed before the request.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div data-wp-class--is-open=\"state.isOpen\" data-wp-context=\"{ &quot;id&quot;: &quot;accordion-item-4&quot;, &quot;openByDefault&quot;: false }\" data-wp-init=\"callbacks.initAccordionItems\" data-wp-on-window--hashchange=\"callbacks.hashChange\" class=\"wp-block-accordion-item is-layout-flow wp-block-accordion-item-is-layout-flow\">\n<h3 class=\"wp-block-accordion-heading has-icon has-icon-right\"><button aria-expanded=\"false\" aria-controls=\"accordion-item-4-panel\" data-wp-bind--aria-expanded=\"state.isOpen\" data-wp-on--click=\"actions.toggle\" id=\"accordion-item-4\" type=\"button\" class=\"wp-block-accordion-heading__toggle\"><span class=\"wp-block-accordion-heading__toggle-title\"><strong>Why can&#8217;t I edit or delete an appointment that is waiting for payment?<\/strong><\/span><span class=\"wp-block-accordion-heading__toggle-icon\" aria-hidden=\"true\">+<\/span><\/button><\/h3>\n\n\n\n<div aria-labelledby=\"accordion-item-4\" data-wp-bind--hidden=\"state.isHidden\" data-wp-on--beforematch=\"actions.handleBeforeMatch\" id=\"accordion-item-4-panel\" role=\"region\" class=\"wp-block-accordion-panel is-layout-flow wp-block-accordion-panel-is-layout-flow\">\n<p class=\"wp-block-paragraph\">While a payment request is active, the appointment is locked. Cancel the request in the <strong>Payment policy<\/strong> block first. After the client has started paying, the request can&#8217;t be cancelled: wait until the client pays or the deadline passes.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div data-wp-class--is-open=\"state.isOpen\" data-wp-context=\"{ &quot;id&quot;: &quot;accordion-item-5&quot;, &quot;openByDefault&quot;: false }\" data-wp-init=\"callbacks.initAccordionItems\" data-wp-on-window--hashchange=\"callbacks.hashChange\" class=\"wp-block-accordion-item is-layout-flow wp-block-accordion-item-is-layout-flow\">\n<h3 class=\"wp-block-accordion-heading has-icon has-icon-right\"><button aria-expanded=\"false\" aria-controls=\"accordion-item-5-panel\" data-wp-bind--aria-expanded=\"state.isOpen\" data-wp-on--click=\"actions.toggle\" id=\"accordion-item-5\" type=\"button\" class=\"wp-block-accordion-heading__toggle\"><span class=\"wp-block-accordion-heading__toggle-title\"><strong>My policy applies only to new clients. Can I request a deposit from an existing client?<\/strong><\/span><span class=\"wp-block-accordion-heading__toggle-icon\" aria-hidden=\"true\">+<\/span><\/button><\/h3>\n\n\n\n<div aria-labelledby=\"accordion-item-5\" data-wp-bind--hidden=\"state.isHidden\" data-wp-on--beforematch=\"actions.handleBeforeMatch\" id=\"accordion-item-5-panel\" role=\"region\" class=\"wp-block-accordion-panel is-layout-flow wp-block-accordion-panel-is-layout-flow\">\n<p class=\"wp-block-paragraph\">Yes. When you add the policy to an appointment yourself, the client type, the minimum visit amount, and the selected services and team members aren&#8217;t checked.<\/p>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>A payment policy is applied automatically only to online bookings. For an appointment that an administrator creates in the Appointment Calendar, the administrator adds the policy manually: Altegio calculates the deposit or the card guarantee terms for this appointment and creates a payment link with a deadline. The client follows the link to pay the [&hellip;]<\/p>\n","protected":false},"author":34,"featured_media":0,"comment_status":"open","ping_status":"closed","template":"","meta":{"_monsterinsights_skip_tracking":false,"footnotes":"","_members_access_role":[],"_members_access_error":""},"doc_category":[3879],"doc_tag":[1462,1447,1507,1522,1402,1492],"class_list":["post-383376","docs","type-docs","status-publish","hentry","doc_category-payment-policy","doc_tag-appointment-en","doc_tag-appointment-calendar-en","doc_tag-client-en","doc_tag-membership-en","doc_tag-receptionist-en","doc_tag-visit-en"],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO Pro 5.0.2 - aioseo.com -->\n\t<meta name=\"description\" content=\"A payment policy is applied automatically only to online bookings. 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