How to configure the applicable penalties in the case of a no-show ?

A member has booked a class but then cancels at the last minute or simply doesn't turn up and you want to automatically apply penalties (blocking entry, fees to be paid, blocked booking, etc.) in connection with this absence? This article explains how to proceed...

Types of absences et automated penalties 🔍 

Penalties for absences can be added automatically in two cases

  • The member has booked but does not come to the class (no-show).
  • The member has cancelled after the deadline. 

In these two cases, we can automatically apply the following penalties: 

  • Blocking the entry
    The member will be blocked at the next entry. 
    The person at the club desk will receive an alert to inform them of the number of late cancellations.
  • Cancelling the future bookings
    The member will be cancelled for all future classes in the club for cancelling after the deadline (the units spent will be returned).
  • Applying a penalty
    An invoice for administration fees will automatically be generated for the member's home club.
  • Blocking the booking (online and/or at the club desk)
    The member will no longer be able to make online or club bookings during the defined period.
How to manage no-show penalties?

What is a no-show ?

A no-show is a booking that has not been honoured. The member booked an activity slot but didn't turn up. To find out how to indicate a no-show manually, click here. To find out how to configure access control to automatically indicate a no-show, click here.

Requirements

To ensure that the scenarios are correctly applied...

1)if you have access control, remember to activate the automation of the call sheet using the entries

2) if you do not have access control, the call sheet must be completed before 10am the day after the class for the scenarios to be applied. In fact, the software will apply all the scenarios to absences that have taken place on a given day, the day after the given day at 10am.

Smartmessaging also features an automated communication campaign related to this topic. To find out how to set up an automated communication campaign, click here.

 

STEP_ARTICLE_CLIENT.JPGSTEP 1 - ADDING A PENALTY

Go to Settings > Absence Management >  No-show, select Add a penalty.

no show 1.png

STEP_ARTICLE_CLIENT.JPGSTEP 2 - CONFIGURING THE PENALTY

no show 2.png

coche.JPGName the penalty.

The name is internal and will not be visible to the member. The important thing is that it allows you to organise yourself on the no-show scenario management screen. So it's best if it's fairly self-explanatory.

coche.JPGChose the conditions of applying the scenario.

Determine when the scenario is applied. How many no-shows are needed before the consequences are applied ? And over what period. The drop-down lists allow you to apply the exact policy of the club, with several possibilities for each element of the calculation.

Attention

The scenarios are additional without blocking or limiting. In other words, if you programme one scenario for people absent 2 times a month and another for people absent 2 times a month or more, both scenarios will apply if the person is absent 2 times a month.

coche.JPGYou can choose to limit the scenario depending on the offer the member has booked.

If the box is not ticked, this means that regardless of the product with which the member has booked, the scenario will be applied.

coche.JPGYou can choose to limit the scenario according to the club or group of clubs where the booking was made.

Here, you simply choose to limit the list to clubs or groups of clubs.

Example

A member of club A, B or C has access to the planning of clubs A, B and C. A no-show scenario exists and only applies to clubs A and B after two non-consecutive absences.

The member books:

A class in Club A on Monday

A class in Club C on Tuesday

A class in Club B on Thursday 

He is absent from all three classes, but the scenario will not be activated until Friday at 10am when Club B's absence is validated. The configured penalties will then be applied to the form.

coche.JPGClick on the second tab on the left to move on to the possible actions.

STEP_ARTICLE_CLIENT.JPGSTEP 3 - ADDING THE POSSIBLE ACTIONS

NO_SHOWS_3.png

Here, tick the boxes which will enable to block some actions to the member. If needed indicate some additional information like the number of days during which the member cannot register any longer. 

In the case of applying a penalty, it is possible to generate an invoice which will appear on the member file and the member will have to settle it at the club or plan a debt collection. 

Attention

If you have not subscribed the debt collection feature on your instance, do not plan a direct debit of fees, it will not work. A penalty should be then applied and will be simply charged.

If you indicate that the direct debit is done one month after the No-show and that the No-show occurred on November 3rd, then the direct debit will be scheduled on December 3rd

 

NO_SHOWS_4.png

Functioning on a network 🔍 

In the case of a shared planning ...


1) Either the scenario applies to restricted clubs.

2) Or it applies to all clubs sharing the planning (if there are no restricted clubs).

 

In the case of an "every man for himself" planning ...

The no-show scenario only applies to the club.

 

How do you deal with penalties for cancelling after the deadline?

What is a late cancellation?

An out-of-time cancellation is defined in the booking rights. A cancellation is considered to be out of time online or in the back office if the member cancels after the deadline indicated in this field (for example, according to the example in the screenshot below, if the member cancels 50 minutes before the start of the activity, the cancellation will be considered to be out of time).

... no show 3.png

💡If it is the club reception desk that cancels the member out of time from the back office, a message will appear on the schedule to indicate that the cancellation is out of time (the scenarios also apply in this case, so you need to be watchful).

From this same location, in the case of packs, it is possible to indicate that members will lose their units (in whole or in part) if they do not cancel in time:

no show 4.png

In the case of memberships, the option of penalising members who cancel after the deadline also exists in absence management, as explained in the rest of this article... Moreover, this functionality also allows you to go further in the penalties assigned to members who cancel after the deadline with packs.

To automate the application of penalties for late cancellation, follow these steps:

STEP_ARTICLE_CLIENT.JPGSTEP 1 : ADD A PENALTY

Go to Settings > Absence Management > Cancelling the booking out of deadline, select Add a penalty:

no show 5.png

STEP_ARTICLE_CLIENT.JPGSTEP 2 : ADD A PENALTY

no show 6.png

coche.JPGName the penalty

The name is internal and will not be visible to the member. The important thing is that it allows you to organise yourself on the penalty management screen. So it's best if it's fairly self-explanatory.

coche.JPGChoose the conditions for applying the scenario 

We determine when the scenario will be applied. How many no-shows are required for the consequences to be applied? And over what period. The drop-down lists can be used to apply the club's exact policy, with several options available for each element of the calculation.

Attention

The scenarios are additional without blocking or limiting. In other words, if you program one scenario for people cancelled out of time 2 times a month and another for people cancelled out of time 2 times a month or more, both scenarios will apply if the person has cancelled out of time 2 times a month.

coche.JPGYou can choose to limit the scenario depending on the offer the member has booked with.

If the box is not ticked, this means that regardless of the product with which the member has registered, the scenario will be applied.

coche.JPGYou can choose to limit the scenario according to the club or group of clubs where the booking was made. . 

Here, you simply choose to limit the list to clubs or groups of clubs.

Example

A member of club A, B or C has access to the schedule of clubs A, B and C. An out-of-time cancellation scenario exists and only applies to clubs A and B after two non-consecutive out-of-time cancellations.

Le member books:

A class in Club A on Monday 

A class in Club C on Tuesday 

A class in Club B on Thursday 

He cancels the three classes after the deadline, but the scenario will not be activated until Friday at 10am when Club B's absence is validated. The configured penalties will then be applied to the form.

coche.JPGClick on the second tab on the left to move on to the possible actions.

STEP_ARTICLE_CLIENT.JPGSTEP 3 : ADD THE POSSIBLE ACTIONS 

no show 7.png

Here you tick the boxes that will block certain actions by the member. If necessary, you can specify additional information, such as the number of days during which the customer will no longer be able to book.

 

If a penalty is applied, it is possible either to generate an invoice that will appear on the member file, to be paid by the member to the club, or to schedule a direct debit.  

Attention

If you have not subscribed to the direct debit function on your instance, do not programme an automatic debit of the fees, as this will not work. A penalty must therefore be applied, which will simply be invoiced.

If you indicate that the direct debit is to be taken one month after the out-of-time cancellation and the out-of-time cancellation took place on 3 November, then the direct debit will be scheduled for 3 December.

no show 8.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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