Why This Matters

The Late Cancellation and No Show Settings allow you to apply penalties to Clients who take a space in a class and then don't cancel with enough time for another Client to join class, or don't show up to class at all.

Step-By-Step How To

Late Cancellations

Late Cancellations are reservations that have been canceled within the business-defined Cancellation Window. The Cancellation Window is determined by each business. Any canceled reservation that occurs within the Cancellation Window is marked as a Late Cancellation.

Admins & Managers can set to:

• Count a Late Cancellation towards a Client's Attendance Limit
• Automatically charge the Client a Fee

You are able to enforce these settings on both Classes & Appointments, and adjust the settings for each individual Class or Appointment as you see fit.

Late Cancellation for Classes

Late Cancellation Penalties are triggered two hours after the class has ended:

• The Invoice for the Late Cancellation Fee (if applicable) will trigger two hours after the class has ended, however, this will not automatically attempt to bill the client until the nightly billing timer at 12:01 AM the following day.
• You have the ability to trigger an Automated Email regarding this Late Cancellation:
  • Automated Emails

How to Enable a Default Penalty for Late Cancellations:

1. Go to Classes > Settings > Classes tab
2. Scroll down to Late Cancellation Settings
3. Toggle "Member Will Lose a Session" ON
4. Click Save

How to Set a Default Auto Charge Fee for Late Cancellations:

1. Go to Classes > Settings > Classes tab
2. Scroll down to Late Cancellation Settings
3. Toggle "Auto Charge" ON
4. Set the auto-charge fee and tax rate
5. Click Save

How to Set an Attendance Penalty or Auto Charge a Fee for Late Cancellations on the Class Level:

1. Go to Classes > List 
2. Click on a Single Class or Recurring Class Template 
3. Scroll down to Late Cancellation Settings
4. Toggle "Auto Charge" or "Member Will Lose a Session" ON
5. Set the auto-charge fee and tax rate (if it will be different than your default penalty
6. Click Save

Late Cancellation for Appointments

Late Cancellation Penalties are triggered at the time of the Late Cancellation:

• The late cancellation window is customizable on the Create / Edit Service Page. 
• The penalties associated will take effect immediately.
• The Invoice for the Late Cancellation Fee (if applicable) will trigger immediately, however, this will not automatically attempt to bill the client until the nightly billing timer at 12:01 AM the following day.
• You have the ability to trigger an Automated Email regarding this Late Cancellation:
  • Automated Emails

How to Enable a Default Penalty for Late Cancellations:

1. Go to Appointments > Settings
2. Scroll down to Default Late Cancellation Settings
3. Toggle Late Cancellation ON
4. Set the time for the late cancellation window
5. Toggle "Count Towards Membership Attendance Limits" ON
6. Click Save

How to Set a Default Auto Charge Fee for Late Cancellations:

1. Go to Appointments > Settings
2. Scroll down to Default Late Cancellation options
3. Toggle Late Cancellation ON
4. Set the time for the late cancellation window
5. Toggle Auto Charge ON
6. Set the auto-charge price and tax rate

7. Click Save

   
   No Shows

A No Show is defined as a client that makes a reservation to a class but does not attend. Wodify automatically marks a reservation as a no-show if the clients have not signed into class one hour after it has ended.

Admins & Managers can set to:

• Count a No Show towards a Client's Attendance Limit
• Automatically charge the Client a Fee

No Shows for Classes

No Shows Penalties are triggered two hours after the class has ended.

• The penalties associated will take effect two hours after the class has ended.
• The Invoice for the No Show (if applicable) will trigger at the two-hour mark after the class has ended, however, this will not automatically attempt to bill a client until the nightly billing timer at 12:01 AM the following day.
• You have the ability to trigger an Automated Email regarding this No Show:
  • Automated Emails

How to Enable a Default Penalty for No Shows for Classes:

1. Go to Classes > Settings > Classes tab
2. Scroll down to No Show Settings
3. Toggle "Count Towards Membership Attendance Limits" ON
4. Click Save

How to Set a Default Auto Charge Fee for No Shows:

1. Go to Classes > Settings > Classes tab
2. Scroll down to No Show Settings
3. Toggle "Auto Charge" ON
4. Set the auto-charge fee and tax rate
5. Click Save

How to Set an Attendance Penalty or Charge Fee for No Shows on the Class Level:

1. Go to Classes > List 
2. Click on a Single Class or Recurring Class Template 
3. Scroll down to No Show options
4. Toggle "Auto Charge" or "Member Will Lose a Session" ON
5. Set the auto-charge fee and tax rate (if it will be different than your default penalty
6. Click Save

No Shows for Appointments

No Shows Penalties are triggered based on your configured settings.

• The time appointments are triggered for a no show is customizable on the Create / Edit Service Page (default is 48 hours but this can be customized)
• Coaches can also manually mark a client or lead as a no show from the Appointment details page in Core and the mobile app.
• The invoice for the no show will automatically attempt to bill the client during the nightly billing at 12:01 AM the following day.
• You have the ability to trigger an Automated Email regarding this No Show:
  • Automated Emails

To prevent incorrect No-Shows from triggering, you have the ability to set the Missing Sign-Ins Notification which will notify Admins, Managers, and the Provider of the service by email if a client has not been signed in before the 48-hour window closes. Toggle this ON in Appointments > Settings > Notifications.

How to Enable a Penalty for No Shows for Appointments:

1. Go to Appointments > Settings
2. Scroll down to Default No Show Settings
3. Set the time for the no show penalty to trigger
4. Toggle "Count Towards Membership Attendance Limits" ON
5. Click Save

How to Set an Auto Charge Fee for No Shows:

1. Go to Appointments > Settings
2. Scroll down to Default No Show Settings
3. Set the time for the no show penalty to trigger
4. Toggle "Auto Charge" ON
5. Set the auto-charge price and tax rate
6. Click Save

You can use Employee View to manually mark a member as a No Show or Late Cancellation for both Classes and Appointments. You are also able to configure the specific penalties applied to that member. 

Classes 

1. Go to Employee View > Schedule tab and find the appropriate class 
2. Tap the ellipsis icon (...) to the right of the sign-in button 
3. Select Cancel Booking or Mark as No Show 
4. On the window that appears confirm or remove the penalties that would be applied 
5. Confirm and cancel or mark as a No Show 

Appointments 

1. Go to Employee View > Schedule > Appointments and locate the appropriate booking. 
2. Tap the ellipsis icon (...) to the right of the sign-in button 
3. Select Cancel Booking or Mark as No Show 
4. On the window that appears confirm or remove the penalties that would be applied 
5. Confirm and cancel or mark as a No Show 

Verifying/Forgiving a Late Cancellation or No Show

Via Reservations: 

The first place you can review late cancellations and no shows would be via Classes > Reservations. You can forgive the status by locating the client name and selecting Remove.

• These reports will only show late cancellations and no shows for classes, not appointments.

Via the Kiosk+:

You can also review cancellations and no-shows directly from the Results and Sign-In panel in Kiosk+. You can also hover over someone's name to see the history of when they made changes to their reservation.

Via a Client's Profile:

Late Cancellations and No Shows will also appear in the client’s profile via People > Clients under their Attendance section. They can be removed at the Admin’s discretion by clicking Remove.

Admins now have the ability to forgive No Shows and Late Cancellations, which would result in restoring the client's lost session. This function lives in the Attendance section of a Client's profile.

• For classes, you can manually sign the member in via Simple Sign-In, Kiosk+, or Coach View in the app, or Classes > Calendar after the no show or late cancellation has been forgiven.
• For appointments, you will need to create a new appointment in Appointments > Calendar and sign them in. Please note, appointments cannot be made more than 7 days into the past, and you should be sure to not place it so far in the past that it triggers the no show penalties again.
• Refund the penalty fee by visiting the Client Profile and clicking into the Invoice. Select Actions and either
  • Void an unpaid invoice
  • Refund a paid invoice

FAQs

1. "Can different classes and services have different settings?"
   Answer: Late cancellations and no shows for classes are a general setting that apply to all classes. Appointments settings, however, can be customized based on the service.
2. "Why are my default no show and late cancellation settings working for my classes but not appointments?"
   Answer: Adjustments done in Appointments > Settings will apply to all newly created services. To update penalty and fee settings for existing services, you must follow the same steps in Appointments > Services, and clicking into the Service.