How to Access Smart Surcharges
To access the Smart Surcharges settings:
Log into your Scout account.
Navigate to Settings > Surcharges.
Click on Smart charges to begin customizing your surcharge rules.
Types of Smart Surcharges
1. Holiday Surcharge
Purpose: To charge extra for services during holidays.
Common Use: Apply a surcharge for busy times like Christmas, Thanksgiving, New Year's Day, or any custom holiday you define.
Setup Tips:
Activation: Ensure the feature is enabled in the system settings
Define specific dates for the holiday surcharge. (Holiday Settings)
Rate Setting: Assign a percentage or flat fee for holiday surcharges. Set a flat fee (e.g., $10 per service) or a percentage of the service total (e.g., 20%).
Example: A dog walk on Christmas might cost $15 more than the regular rate.
Set your staff rate: You can set the staff pay in percentage or flat amount (e.g. 50% or $10.
You can Include this charge in cancellation by enabling the toggle option. When the customer cancels an appointment outside the allowed window this charge will be applied in addition to the cancellation smart charge.
Common Usage Scenarios
Single Day Holidays: Applied to services booked on recognized public holidays.
Holiday Weekends: Covers all days during long weekends if configured.
Cancellation Scenarios:
If the "Include This Charge on Cancellation" toggle is enabled, the surcharge applies even for canceled appointments.
Application of Holiday Surcharge
Per Service: The surcharge is applied automatically to any service scheduled on a designated holiday.
Staff Compensation: If applicable, a percentage of the surcharge may be included in staff pay calculations.
Invoices: The surcharge appears as a separate line item on customer invoices, clearly stating the reason.
Troubleshooting Holiday Surcharge Issues
Holiday Toggle Disabled: Ensure the main holiday surcharge feature is turned on.
Calculation Errors:
Cross-check primary service rates and the surcharge formula.
Verify if overrides like staff tiers or custom rates affect calculations.
Customer Disputes:
Clearly explain the policy on your Service Agreement.
Adjust invoices if needed for goodwill or transparency.
2. Last-Minute Booking Surcharge
Purpose: A Last-Minute Booking Surcharge is an additional fee applied to appointments or bookings made within a predefined short notice period. This surcharge compensates businesses and service providers for the added effort and resource management required to accommodate last-minute requests.
When to Use the Last-Minute Booking Surcharge?
Short-Notice Bookings
Apply the surcharge to bookings made within a specific timeframe before the service begins (e.g., 24–48 hours prior).Peak Seasons or High-Demand Times
Use the surcharge during busy periods when last-minute accommodations can disrupt schedules or require extra staffing.Service Capacity Constraints
Charge when squeezing in a booking requires adjustments to existing plans or prioritizing the client over other tasks.
Setup Tips:
Choose the time window for what qualifies as a “last-minute” booking (e.g., same day or within 48 hours).
Set a flat fee or percentage (e.g., $10 for same-day bookings).
Example: A client books a pet-sitting appointment on the same day; a $15 surcharge is automatically added.
Set your staff rate: You can set the rate for your staff in a flat or percentage amount.
Inform clients upfront about the surcharge or add it in your Service Agreement.
Use your scheduling system or invoicing platform to automatically calculate and include the surcharge for eligible bookings.
Include this charge in cancellation: You can enable this toggle option when the customer cancels an appointment outside the allowed window and this charge will be applied in addition to the cancellation smart charge.
Benefits of Implementing a Last-Minute Booking Surcharge
Incentivizes Early Bookings
Encourages clients to schedule in advance, allowing better planning and reduced operational strain.Compensates for Extra Effort
Covers costs for quick arrangements, overtime pay for staff, or disrupted workflows.Helps Manage Demand
Reduces last-minute rushes by making impromptu bookings less frequent or more profitable.
Example of Usage
Scenario: A client books a dog-walking service 10 hours before the appointment.
Service Cost: $50
Last-Minute Surcharge: 20% ($10)
Total Charge: $10
Best Practices
Transparency: Ensure clients are aware of the surcharge before finalizing their booking.
Flexibility: Offer discretion to waive the surcharge for loyal or special clients, if appropriate.
Regular Monitoring: Periodically assess the surcharge policy to ensure it aligns with operational goals and client feedback.
3. Additional Pet Surcharge
Purpose: An Additional Pet Surcharge is a fee applied to services when clients have more than one pet included in a booking. This surcharge compensates for the extra time, effort, and resources required to care for multiple pets during a single appointment.
When to Use the Additional Pet Surcharge?
Multi-Pet Services
Applied when handling more than one pet during a service like walking, boarding, grooming, or sitting.Custom Services
Used for tasks that become more complex or time-intensive with additional pets, such as specialized feeding schedules, medication administration, or managing differing energy levels.High-Demand Periods
During peak times, such as holidays or weekends, the surcharge ensures fairness in pricing for the added workload.
Setup Tips:
Define the flat fee per additional pet (e.g., $5 per pet).
Example: A client has 3 pets, and you charge an additional $5 per pet. The surcharge for the extra two pets would total $10.
Outline the surcharge policy in your terms and conditions or during the booking process so clients are aware.
You can include this charge in cancellation by enabling the toggle option. When the customer cancels an appointment outside the allowed window this charge will be applied in addition to the cancellation smart charge.
Benefits of Implementing an Additional Pet Surcharge
Fair Compensation
Reflects the extra effort, attention, and supplies needed for caring for multiple pets.Encourages Transparency
Helps clients understand how pricing works when booking for more than one pet.Efficient Resource Allocation
Supports proper planning for staff, time, and other resources when managing multi-pet households.
Example of Usage
Scenario: A client books a pet-sitting service for 3 pets.
Base Rate (1 Pet): $50
Additional Pet Surcharge: $15 per pet
Total Surcharge (2 Pets): $30
Total Charge: $80
How to Communicate the Surcharge to Clients
Booking Platforms: Display the surcharge details on your website or app during the booking process.
Service Agreements: Include a section explaining the surcharge in your policies.
Invoices/Receipts: Show the breakdown of charges, including the base rate and additional pet surcharge.
4. Weekend Surcharge
Purpose: A Weekend Surcharge is an additional fee applied to services scheduled on weekends (typically Saturday and Sunday). It compensates for increased demand, limited staff availability, or the higher value clients place on weekend convenience.
When to Use a Weekend Surcharge?
High Demand Services
Applied during weekends when requests for services like pet sitting, dog walking, or grooming often surge.Limited Staff Availability
Used to offset the cost of scheduling staff who work weekends or need overtime compensation.Premium Weekend Services
For clients who prefer weekend appointments for their convenience, this fee reflects the premium nature of the service.
Setup Tips:
Set a flat fee (e.g., $5 per service) or percentage for weekend appointments.
Example: A weekend dog walk costs an additional $5 compared to weekday walks.
You can Include this charge in cancellation by enabling the toggle option. When the customer cancels an appointment outside the allowed window this charge will be applied in addition to the cancellation smart charge.
Benefits of a Weekend Surcharge
Compensates Staff Fairly
Helps businesses cover the cost of paying higher wages or incentives for weekend shifts.Balances Supply and Demand
Encourages clients to book weekday slots when possible, leaving weekend slots for those willing to pay the premium.Maximizes Revenue
Allows businesses to optimize earnings during high-demand periods.Improves Transparency
Clients understand why weekend services are priced differently.
Example of Usage
Scenario: A client books a dog-walking session for Saturday.
Base Rate: $25
Weekend Surcharge (20%): $5
Total Charge: $30
Scenario 2: A boarding service from Friday evening to Sunday evening.
Base Rate: $80/night
Weekend Surcharge (Flat): $10/night (Saturday + Sunday nights only)
Total Charge: $180
Best Practices
Clear Communication
Notify clients during booking that a weekend surcharge applies. Use email confirmations or display it on your pricing page.Offer Loyalty Discounts
For frequent or long-term clients, consider waiving or reducing the weekend surcharge to maintain good relationships.Combine with Other Surcharges
If other surcharges apply (e.g., holiday or additional pet surcharges), ensure they are calculated separately and transparently.Staff Incentives
Use part of the weekend surcharge to reward staff who work on weekends, improving morale and retention.
How to Communicate the Weekend Surcharge
Booking Platforms: Add a message or notes explaining the surcharge in the service details or booking confirmation.
Service Agreement: Include the surcharge policy in your terms and conditions.
Invoices: Clearly display the surcharge as a separate line item on receipts to avoid confusion.
Considerations
Peak Weekend Rates
If demand is exceptionally high on specific weekends (e.g., holidays), consider combining the weekend surcharge with a holiday surcharge for those dates.Local Market Sensitivity
Adjust the surcharge rate to align with your competition and client expectations in your area.Testing and Feedback
Pilot the surcharge for a few months and gather client feedback to refine its implementation.
5. Cancellation Surcharge
Purpose: A Cancellation Surcharge is a fee charged to clients who cancel appointments or services within a specific time frame before the scheduled service date. Its purpose is to mitigate the financial impact of last-minute cancellations on your business and ensure client accountability.
When to Use a Cancellation Surcharge?
Last-Minute Cancellations
Applied when clients cancel appointments too close to the scheduled service time, leaving little to no opportunity to fill the slot with another booking.No-Show Prevention
Acts as a deterrent for clients who might otherwise not show up without canceling in advance.High-Demand Periods
Particularly useful during busy seasons (e.g., holidays or weekends), where unfilled slots represent significant lost revenue.Resource-Intensive Preparations
If the service involves upfront costs or significant preparation, such as grooming, custom meal prep, or travel arrangements.
Setup Tips:
Define the cancellation window (e.g., less than 24 hours before the appointment).
Set a flat cancellation fee (e.g., $25) or charge a percentage of the service total (e.g., 50%).
Example: A client cancels a pet sitting appointment less than 12 hours before the scheduled time, and a $25 cancellation fee is applied.
Display the cancellation surcharge policy prominently on your website, booking platform, or service agreement.
You can Include this charge in cancellation by enabling the toggle option. When the customer cancels an appointment outside the allowed window this charge will be applied in addition to the cancellation smart charge.
Cancellation Window: You can choose a Specific Time by choosing a time and a date rage: e.g.: 7:00 PM 5 days before by setting the time on the empty field and by cliking on the drop down menu (you can select up to 5 days before)
Benefits of a Cancellation Surcharge
Reduces Losses
Offsets revenue lost due to late cancellations or no-shows.Encourages Accountability
Clients are more likely to cancel in a timely manner, giving you a chance to rebook the slot.Fairness to Staff
Ensures staff who rely on service-based pay are compensated even when cancellations occur.Improved Scheduling
Promotes better planning for your business and staff by minimizing unpredictable gaps.
Examples of Usage
Scenario 1: Flat Fee
Service: Dog Walking
Rate: $25 per session
Cancellation Policy: Must cancel at least 24 hours in advance.
Surcharge: $10 for cancellations made less than 24 hours before the appointment.
Outcome: A client cancels 8 hours before the service and is charged $10.
Scenario 2: Percentage Fee
Service: Pet Boarding
Rate: $50/night
Cancellation Policy: Must cancel at least 48 hours in advance.
Surcharge: 50% of the service fee for late cancellations.
Outcome: A client cancels 24 hours before the booking and is charged $25.
Best Practices for Cancellation Surcharge Usage
Clear Communication
Notify clients about the surcharge during booking.
Use email reminders to restate cancellation policies.
Reasonable Policies
Allow reasonable flexibility for cancellations outside the defined window.
Consider waiving fees for emergencies or long-standing clients.
Transparency in Billing
Clearly list the cancellation surcharge as a separate line item on invoices. (This is done automatically)
Flexible Alternatives
Offer clients the option to reschedule instead of canceling to avoid the surcharge.
Track and Review
Monitor cancellation trends and gather client feedback to refine your policy.
Communicating the Policy
Service Agreement
Include detailed cancellation policies in the agreement signed by clients.
Booking Confirmations
Add a note about the surcharge in confirmation and reminder emails.
Support Channels
Train your support team to explain the policy clearly and handle disputes effectively.
Considerations
Grace Periods
Offer a short grace period for last-minute cancellations (e.g., 1–2 hours after booking) to account for honest mistakes.Client Relations
Apply the surcharge consistently but consider waiving it for loyal or first-time clients as a goodwill gesture.System Automation
Ensure your booking platform can handle cancellation surcharges automatically to avoid manual errors. (Scout automate this)
How to Configure Smart Surcharges
Access the Settings: Navigate to Settings > Surcharges > Smart Surcharges.
Enable the Feature: Turn on Smart Surcharges.
Create New Surcharge Rules: Define each surcharge type, conditions, and amounts.
Save Changes: Ensure your settings are saved so surcharges are applied automatically.
Managing Surcharges
On Invoices: Surcharges are automatically added to relevant services and will appear as line items on invoices.
Manual Adjustments: You can edit or remove surcharges on individual invoices if needed.
Benefits of Smart Surcharges
Transparency: Clients see clear explanations of surcharges on invoices.
Efficiency: Eliminates manual calculations, saving time for your team.
Flexibility: Customize surcharges to suit your business model and client needs.
Frequently Asked Questions (FAQs)
Q: Can I create custom surcharges not listed here?
A: Yes, Scout allows you to define your own surcharge rules to suit your business needs.
Q: How do clients see the surcharges?
A: Surcharges will be itemized on the invoice, so clients can see what each charge is for. Also, when they schedule an appointment, the surcharges will be listed.
Q: Can I waive a surcharge for a specific client?
A: Yes, you can manually adjust or remove surcharges on individual invoices before sending them out.
Q: Are weekend and holiday surcharges combined if both apply?
A: If both conditions are met, the surcharges will be added together unless configured otherwise.
Need Assistance?
If you have additional questions or need help setting up Smart Surcharges, please don’t hesitate to contact our support team. We’re here to assist!