đď¸ Waitlist Management
Get to know the fundamentals of our waitlist: how spots open up, how clients move in, and where they track their status.
What happens when a spot opens?
If a slot frees up before the Waitlist Close cutoff, we automatically move clients into class in the exact order they joined the waitlist.
How do clients find out theyâre in?
They get notifiedâvia email or SMSâonly if Waitlist Transactional Notifications are turned on. Those include alerts for:
Joining the waitlist
Leaving the waitlist
Moving into class
Do clients get pinged when their waitlist position shifts?
Noâbut they can always see their current spot in their own schedule.
Where do clients see waitlist bookings?
Under Bookings in their profile. If the bookingâs canceled or removed, it no longer appears in their booking history.
â° Waitlist Close Window
Understand the cutoff that governs who can join, leave, or be auto-enrolled from the waitlist.
What is the waitlist close window?
This is the final cutoff for both clients and staff to:
Add someone to the waitlist
Be auto-moved into class when a spot opens
đ Booking from the Waitlist
Learn how clients and staff can manually move into class once the waitlist closes.
Can clients self-book after the waitlist closes?
Yesâif a spot opens post-cutoff and the class still accepts bookings, they can cancel their waitlist spot and grab the open slot themselves.
Can staff book clients in after the cutoff?
Absolutely. Staff can manually clear a waitlist spot and enroll a client at any time, regardless of booking windows.
đ Class Check-in & Waitlist Removal
See what happens to waitlisted clients at class time and how staff manage their presence.
Are waitlisted clients auto-removed at class start?
No. Since August 2024, they remain on the check-in screen. Staff must manually remove them (after processing any refunds). Those manual removals donât count toward âfinal waitlistâ stats.
đł Fees & Payments
Find out when and how late-cancel or no-show penalties post, and what triggers notifications or balance adjustments.
When do penalty fees post?
Fees hit 24 hours after class ends. You can still cancel the fee or refund the session from the class roster before that 24-hour markâafterwards, edits are only possible via the client profile.
When are penalty notifications sent?
If enabled, clients receive an email/SMS 12 hours after class. If you cancel the fee before then, no notification goes out.
Why wasnât a client charged?
Common reasons:
No card on file
Card declined
They paid in cash, gift card, or account balance
If a card fails, we automatically attempt to use any positive account balance.
What if thereâs no card on file?
We apply the fee to the account balance.
If the balance is $0, it goes negative.
If the balance covers it, the fee is deducted.
What if a card declines?
The failed charge becomes a negative balanceânot visible in financial reportsâand clients wonât get a failed-payment email.
đ Refunds & Drop-ins
Clarify how refunds work for waitlist drop-ins and where to verify them.
Do waitlist drop-ins follow normal refund rules?
Yes. If a drop-in never converts into a class booking, we automatically refund the original payment method. This behavior isnât configurable.
How can I verify a drop-in refund?
Check the Transactions tab in the class roster:
A refunded drop-in will show a refund entry.
No refund entry means the drop-in was either used or forfeited.
đ Permissions
Learn about current permission controls around penalty fees and reports.
Can I limit who manages fees or refunds?
Not separately. You can restrict access to the No-Show/Late-Cancel Report, but you cannot yet granularly permission the editing of penalties or refunds.