Sometimes some of your members do not cancel their session and do not come to it. In order to avoid this type of situation, it is important to be able to make your members aware of the need to cancel their session in good time if they do not wish to attend.
In this sheet, you will learn how to apply penalties to your absent members who used an unlimited pass to make their booking.
Note: Penalties are only applicable to unlimited passes.
Step 1: Apply a penalty on unlimited passes
To apply these penalties on no-shows, you must indicate it on the unlimited passes. So, go to Product > Passes and create or modify an unlimited pass.
You will then be able to apply a penalty:
Select the one concerning no-shows:
You can also select in parallel the penalties for late cancellations as they are independent.
Then define the number of no-shows from which you wish to penalize a member with an unlimited pass:
And finally, choose the penalty you wish to apply to him. You have the choice between :
Temporarily block the unlimited pass used for booking. In this case, you must indicate the number of days the pass will not be usable
Deduct an amount (to be defined) from the customer balance.
You can set different penalty settings depending on the unlimited passes.
Step 2: Triggering the roll call
When you create a penalty on no-shows for the first time: a message tells you that you have unlocked the possibility to "Make the roll call". To find out more, see our help sheet on the subject.
This will allow you to note which member was present/absent during the session and then validate the roll call. Thanks to this validation of the roll call, a member's absences will be taken into account.
Step 3: No-show settings
Finally, go to Settings > Personalization: there are two parameters to be indicated concerning no-shows.
The time between validation of the roll call and final no-show status
To give you time to rectify the situation, absences can be modified for a certain period of time after the roll call has been validated.
When a member is indicated as absent during a roll call, choose in these parameters the time (in hours or in days) before their no-show status is definitively indicated.
The time between the validation of the roll call and the sending of the email to warn of an absence
If a member is indicated as absent during a session, an email will automatically be sent to indicate this. The purpose of this email is to warn members that they were absents at a session and to give them time to contact you again to modify their status if there was an error.
This will allow them to avoid being marked as permanently absent (no-show) and taking a penalty. From the settings, you can define how long (in hours or days) the email will be sent after the validation of the roll call.
⚠️ To give the member time to react, the email must be sent before the final validation of the absent status.
There you have it: you have everything in place to penalize no-shows of your members using unlimited passes. All you have to do is make the roll call on your sessions!
As a reminder, you can find the roll call help sheet by following this link.