Help CenterThis feature will help you effectively manage late cancellations for your classes and appointments. While the standard response for cancellation policies is to prevent clients from withdrawing from sessions once the cancellation policy has gone into effect, these custom responses will allow clients to either withdraw but charge a cancellation fee or allow clients to withdraw during the cancellation period without refunding their session credit. Here’s how.
Log in to your Fitli business account and click "Admin" on the top menu bar.
Click on "Business Setup & Customization" then "Policies" on the left side.
On the Default Policies section, set the Appointment Cancellation and/or Class Cancellation policies to active if they are inactive. Otherwise, leave them active. In the example below, the business’ Default Policies are active.
Under Cancellation Options, you can either allow customers to cancel during policy window but charge cancellation fee or allow customers to cancel during policy window but withhold session credit.
Note: The toggles below are mutually exclusive. If one is toggled, the other one will be unselectable. This is because there can only be one cancellation response set for clients. If neither is toggled, but either cancellation policy is active then the default response will be in effect and clients will not be able to withdraw while the cancellation policy is in effect for a scheduled session.
Charge Cancellation Fee
To charge a cancellation fee by default, enter a $ amount on the Class Cancellation Fee and/or Appointment Cancellation Fee fields, turn on the toggle for the charge cancellation fee option then hit UPDATE. Note these fields will be un-editable if the default cancellation policies at the top are inactive.
You can also enter a cancellation fee and not select the cancellation fee as the default cancellation response. This will simply make the cancellation fee an option on the business side when withdrawing clients but will not automatically charge clients when withdrawing themselves during the cancellation policy window.
A message in blue will appear confirming that you’ve successfully updated your Cancellation option.
That’s it! You’re done!
What will happen next?
Personal View
If your client decides to withdraw outside of the session’s cancellation policy, and the cancellation fee is set as the default response, they’ll be prompted that they’ll be charged the cancellation fee and a session credit will be returned to their account, similar to the one below. They’ll see the charge on their Purchase History and the session will be credited back to their account balance. You’ll also see the cancellation fee on your Sales Report and the action on your Bookings Report.
Note: If the session used to book came from an unlimited package/membership, the session will not be refunded back because it’s unlimited. Only drop-ins and limited packages sessions will be refunded back.
Business View
If you withdraw your client while cancellation policy is in effect, you’ll be given 3 options. You can either refund the client's session credit and charge cancellation fee, withdraw the client and withhold the client's session credit, or, override the policy and refund the client's session credit. Select one then hit CONFIRM.
Note: By default, all business users with Owner or Manager level access will be able to see and choose from the 3 options. All other business users will only see the option that is set as default, in this case it's to refund the client's session credit and charge cancellation fee. Screenshots below.
Once the client is withdrawn, you still retain the option on the business side to either re-book the client using their withheld credit or refund the session credit back to their account balance. Screenshots below.
Withhold Session Credit
To allow customers to cancel during the policy window but withhold their session credit (meaning that it will not be refunded to their account balance), turn on the toggle then hit UPDATE.
A message in blue will appear confirming that you’ve successfully updated your Cancellation option.
That’s it! You’re done!
What will happen next?
Personal View
If your client decides to withdraw outside of the session’s cancellation policy, they’ll be notified that their individual session credit will not be refunded to their account balance. You’ll see the action on your Bookings Report.
Note: If the session used to book came from an unlimited package/membership, the session will not be withheld by nature because sessions are unlimited. Only drop-ins and limited session packages will be affected by this particular cancellation policy.
Business View
If an Owner level account withdraws a client while cancellation policy is in effect, you’ll be given either 2 or 3 options. If you did not enter a $ amount on the cancellation fees fields, you can either withdraw the client and withhold the client's session credit, or, override the policy and refund the session credit. Otherwise, all 3 options will be displayed: You can either refund the client's session credit and charge cancellation fee, withdraw the client and withhold the client's session credit, or, override the policy and refund the client's session credit. Select one then hit CONFIRM. Screenshots below.
Note: By default, all business users with Owner or Manager level access will be able to see and choose from 2-3 options. All other business users will only see the option that is set as default, in this case it's to withhold session credit. In the example below, the business has entered a $ amount on the cancellation fee fields. Screenshots below.
Once the client is withdrawn, you can either re-book the client using their withheld credit or refund the session back. Screenshots below.
That's about it! Any questions? Chat with us or send us an email to support@fitli.com.