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What Should I Do If Someone Is Late or Does Not Show Up?

Updated

We know how important reliability is for your business. Here is what to do if someone is late or does not arrive for their shift, and how lateness affects what you are billed.

If someone is running late

Talent are expected to arrive on time or early for every shift. If someone is running late:

  1. Check the app - You may have received a message from the talent with an ETA
  2. Contact the talent - Use the in-app messaging to reach out directly
  3. Wait 15 minutes - If no contact after 15 minutes past the start time, report the issue

We give you a heads up

When talent tell us they are running late, we text you right away so you are not caught off guard.

How to report a late arrival or no-show

  1. Go to your shift in the Croux app
  2. Tap the talent name
  3. Select Report Issue
  4. Choose Late Arrival or No-Show
  5. Add any relevant details

You can also email us at support@croux.co with the shift number and details.

What happens next

For late arrivals:

  • The incident is logged on the talent profile
  • Repeated late arrivals affect their Trust Score, and affect their ability to get hired
  • Pay starts when the talent clocks in, not at the scheduled shift start time — so you are only billed for actual time worked
  • You can choose to mark them as Do Not Hire for future shifts

Example: the shift starts at 10:00 AM and the talent clocks in at 10:30 AM. You pay from 10:30.

For no-shows:

  • No-shows result in permanent suspension from Croux
  • You will not be charged for the shift
  • The talent is automatically added to your Do Not Hire list

If the clock-in time is wrong

If the talent arrived on time but clocked in late — a phone or connection problem, for example — correct the time before you approve the timesheet:

  1. Open Timesheets in the app
  2. Find the shift
  3. Edit the clock-in time
  4. Save and approve

Timesheet showing how to adjust clock-in time

Already approved it? Email us the correct time and we will fix it. See How Do I Adjust a Talent's Time? for the full walkthrough.

Requesting a replacement

If you need a replacement and there is enough time before the shift:

  1. Remove the current talent from the shift
  2. The spot reopens and Concierge works on filling it again
  3. You can also tell us who you want on the shift and we will put them on it

For urgent same-day replacements, contact us directly and we will help find available talent in your area.

For more details, see these related articles:

Preventing future issues

  • Post shifts 48-72 hours in advance when possible - this gives more time for reliable talent to be matched and confirmed
  • Build your My Croux list - Concierge reaches for the people you have favorited first, every time you post. The list is called My Croux on the web and Favorite Talent in the app
  • Check Trust Scores - they reflect reliability across Croux

Related articles

Need more help?

Send it to us at support@croux.co and we are happy to help!

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