🎟️ Waitlist Management
✅ What happens when a spot opens up?
If a spot becomes available outside of the Waitlist Close window, the system will automatically add waitlisted clients to the class based on their position.
🔔 How are clients notified if they get into class?
Clients are notified only if Waitlist Transactional Notifications are enabled. These cover:
Being added to a waitlist
Being removed from a waitlist
Being moved into class
🔄 Are clients notified when their waitlist position changes?
No. Clients are not notified when their position number changes, but they can view their updated spot in their schedule.
📍 Where can clients see their waitlist booking?
Waitlist bookings appear under the Bookings tab in the client profile.
If the booking is canceled or removed, it will not show up in the client’s booking history.
⏰ What is the Waitlist Close window?
This is the cutoff time for when clients or staff can:
Add clients to the waitlist
Be automatically moved into class when a spot opens
📆 Booking from the Waitlist
🔓 Can clients move themselves into class after the waitlist closes?
Yes — if:
A spot opens after the waitlist closes
The class is still within the booking window
They can cancel their waitlist spot and book the open spot directly.
👩💼 Can staff move clients into class after the waitlist closes?
Yes. Staff can manually cancel the waitlist spot and book the client into the class at any time, regardless of the booking or waitlist windows.
📊 Class Check-in and Removal
🧾 Are clients removed from the waitlist after class starts?
No. As of August 2024, the system no longer auto-removes clients from the waitlist when class begins.
Waitlisted clients will still appear on the check-in screen
Staff can remove them manually after refunding
These manually removed clients are excluded from “final waitlist” stats
💳 Fees and Payments
💸 When is the penalty fee charged?
Penalty fees are charged 24 hours after class ends.
You can cancel the fee or return a session from the class roster before then.
After 24 hours, edits can only be made from the client profile.
📬 When are clients notified about penalties?
Clients receive an email/text 12 hours after class, if notifications are enabled.
If the penalty is canceled before the 12-hour mark, the notification is not sent.
💳 Why wasn’t my client charged a no-show or late cancel fee?
Reasons include:
No card on file
Declined card
Alternative payment method used (cash, gift card, account balance)
The system will try to charge the account balance if the card fails.
❌ What happens if no card is on file?
The fee is applied to the account balance
If balance = $0 → becomes negative
If balance > $0 → balance covers the fee
Clients are not required to store a card on file.
🧾 What happens if a card declines?
The failed charge becomes a negative balance
It does not show in financial reports or transactions
Clients do not receive a failed payment email
💵 Refunds and Drop-ins
🔁 Do refund policies apply to waitlist bookings?
Yes. If a drop-in waitlist booking does not convert into a class, the system automatically refunds the original payment method.
This is not configurable.
🤔 How do I know if a drop-in was refunded?
Check the Transactions tab:
If a refund was issued, you’ll see it listed.
If not, the drop-in was kept (used or forfeited).
🔐 Permissions
Can I restrict who can manage penalty fees or session returns?
Not at this time. You can limit who can view the No Show/Late Cancel report, but editing penalties or returns cannot be permissioned separately.