1st Step: Modify passes with unlimited credits.
Managing cancellations and no-shows effectively is crucial for maintaining operational efficiency and fairness in your membership policies.
On the platform go to Products > Passes and edit the pass with unlimited credits of your choice.
Select the unlimited pass you want to configure or create a new one if necessary.
Scroll down to the "Penalties" section. Enable the options for "no-shows" and/or "late cancellations" to activate the penalty system.
2nd step: Activate the penalty system.
Tick the option "Too many late cancelations" and fill in the different options available:
Specify the time window (e.g., 30 days) for counting these incidents.
Number of cancelations after which the penalty will take place
Number of days where the cancellations took place
Choose the penalty type: Temporarily block the pass or charge the member's account balance
For example, you can allow 2 no-shows and 2 late cancellations per month without a fee or set a monetary penalty such as a €10 charge for no-shows.
Click on "Modify" to save.
ATTENTION: the penalty system is only applicable on passes with unlimited credits!
This limitation ensures that penalties are applied fairly and do not penalize members with limited credit passes unnecessarily.
The VAT applied to a penalty is inherited from the pass that triggered it. If the pass has a 10% VAT, the penalty fee will also be invoiced at 10% VAT.
Automatic charging of monetary penalties
When the penalty you configure is a monetary fee (rather than a temporary pass block), that fee is charged automatically to the member's saved payment method, with no manual collection needed on your side.
Charges run on a daily cycle, so in most cases the member is charged the day after the penalty is incurred.
A failed charge is retried automatically over the following days, except when the member's payment method is invalid (for example an expired card), in which case no retry is attempted and the payment method needs to be updated with the member.