The Reliability Score

Every customer has a reliability score between 0 and 100, computed server-side from their cancellation history against a fixed formula: 100 − (8 × number of chargeable cancellations) − (15 × number of late cancellations), clamped to a minimum of 0. A customer who has never cancelled scores 100. A customer with two standard cancellations scores 84. A customer with one late cancellation scores 85. A customer with three standard cancellations and one late cancellation scores 61.

Scores translate into three named bands: Reliable (80–100), Moderate (60–79), and At risk (below 60). Only Moderate and At risk customers receive a badge in the directory and on the detail page header — Reliable customers get no badge, keeping the directory uncluttered for the 95% of customers who never cancel. The badge color uses the same status palette as job badges: amber-toned for Moderate and red-toned for At risk.

Hovering or tapping the badge anywhere it appears reveals a tooltip showing the exact score (e.g. 'Reliability 61/100 · 3 cancellations (1 late)'). On the customer detail page's Overview tab the Reliability card expands this into a full display: the numeric score, the band badge, and a text line summarizing the cancellation counts. The card description notes that 'lower scores can require a deposit at booking' — this is the key downstream effect of the score.

If your organization has cancellation fee enforcement enabled (configured in Org Settings under Billing), an at-risk or moderate customer flagged for deposit-required booking will see a card-on-file collection step during the booking flow. The reliability score is the mechanism that determines when that step is triggered. As a project manager or admin, knowing which customers are at-risk tells you who to monitor and who may need a courtesy check-in before a scheduled shoot.

On iOS, the reliability band surfaces as an inline chip on both the directory row and the detail header, using the same two-tone system: an exclamation-triangle chip labeled 'At risk' (danger tone) and an exclamation-circle chip labeled 'Moderate' (warning tone). Reliable customers show no chip. The chip is rendered next to the customer's name in the directory row so it is visible while scanning the list without opening the detail.