Quick Overview
If you accept reservations for your classes, Punchpass lets you create a waitlist, notifying customers when spots become available. This guide explains how to configure waitlists and how they work. We also note a few caveats and 'things to be aware of' when using waitlists.
Setting Up Waitlists
You have options for how Punchpass will handle Waitlists, this is decided by the selection in the Online Reservations section. Your options are to email everyone when a spot becomes available or to autofill the available spot(s).
As an Admin, with waitlists active, you can override these settings at any time and manually move a customer off the waitlist.
Step 1. Choose Your Waitlist Mode
Go to Manage > Settings > Online Reservations and select one of two options:
Confirmation Mode: When a spot opens, all waitlisted customers receive an email. The first person to claim the spot gets in.
Benefit: Maximizes class attendance
Drawback: No priority for customers who joined the waitlist first
Autofill Mode: When a spot opens, the first person on the waitlist is automatically added to the class.
Benefit: Rewards customers who joined the waitlist first
Drawback: May result in "no-shows" if customers miss the notification
Step 2. Activate Waitlists for Specific Classes
Waitlists are OFF by default. To enable:
Go to Manage > Classes
Select the class and click Edit
Enable waitlists in the Reservations Settings section
How Customers Join the Waitlist
Note: For ticketed classes, when someone moves off the waitlist, they will automatically be assigned an unpaid pass and you'll need to follow up with them to collect payment.
Waitlist Option 1: Customer Self-Service
When a class is full, customers can join the waitlist themselves:
When visiting a class page, they'll click the button to be added to the waitlist.
After confirming, they'll see a confirmation screen. The reservation will also appear under My Reservations.
The system will send the company an email to let them know someone signed up for the waitlist.
We do NOT send the customer an email. Instead, we let them know an email will be sent if a spot opens up/if they are auto-added to the class.
Waitlist Option 2: Admin-Added Waitlist Entries
As an admin, you can add customers to the waitlist:
From the class page, click the Add a New Reservation button.
Select the option to Add the customer to the waitlist
Search for the customer name and create the reservation.
What Happens When a Spot Opens Up
When a customer reservation is canceled, moved to a different class, or the # of spots available for a class is changed, Punchpass reviews the class to see if there is now a spot available.
From Waitlist to Class Reservation Option 1: Email Everyone
All waitlisted customers receive an email about the opening
The first customer to click the link and claim the spot gets in
Customers receive a confirmation email
In order to claim the spot in class, customers need to click on the link in the email, and then click the Yes - I'll Take The Spot button.
If they are the first to claim the spot, we send them to the reservation confirmation page and send them an email. If they aren't the first (and there are no spots left) we let them know the spot has been filled.
For ticketed classes and ticketed series, a customer will be automatically assigned an unpaid ticket and prompted to pay in the reservation confirmation email.
From the Admin side of Punchpass, we show that a waitlist email has been sent, the pass status and for ticketed classes, the payment status for any registered students.
From Waitlist to Class Reservation Option 2: Autofill Mode
The first person on the waitlist is automatically added to the class
The system will send the student a confirmation email and an email notification to the business.
For ticketed classes and series, a customer will be automatically assigned an unpaid ticket and prompted to pay in the reservation confirmation email.
From the Admin side of Punchpass, we show the pass status and for ticketed classes, the payment status for any registered students.
From Waitlist to Class Reservation Option 3: Manual Override
As an admin, you can move any customer from the waitlist into a class:
Go to the Class Details page
Click the 3 dots next to their name
Select "Move From Waitlist to Regular Reservation"
You can even overbook classes this way if needed
And when you manually move a customer to have a class reservation, they're sent an automated email to let them know they have a reservation for the class.
Important Waitlist Notes
Ticketed Classes
When customers move off the waitlist for ticketed classes, they're assigned an unpaid ticket
Though we do prompt customers to pay, you'll need to follow up for payment.
Series Classes
Waitlists work for series only if the base class has waitlists enabled
Series have one waitlist for the entire series, not for individual classes
Tips to Remember
Waitlists don't guarantee full classes - customers may miss notifications
Consider creating a policy for handling no-shows, especially in Autofill mode
Admin users can always override waitlist settings
Frequently Asked Questions
I created a class with a waitlist, it's set to be eligible for passes and tickets. How will the waitlist work?
If the full class accepts passes and tickets, we will apply an unpaid ticket when the customer moves off the waitlist.