The Late Cancel feature allows your customers to cancel their class reservation right up until class starts, charges the pass on file, and will open up a spot in the class.
Here's how to enable Late Cancel, how it works, and some current limitations to be aware of.
Turning on the Late Cancel Feature
Go to Manage Settings > Online Reservations. Check off the 'Allow Late Cancel' checkbox and press Save.
With the Late Cancel feature active, this changes the behavior of cancellations and passes will be marked when someone cancels their reservation without providing your determined amount of notice.
Following the example below, if the customer cancels their reservation with less than 4 hours' notice before class begins, their pass will now be marked for attendance.
If you decide not to use this feature, you still have access to marking an attendance as a Late Cancel, but the customer's pass will not be debited.
The Late Cancel Customer Experience
Past the reservation cancellation deadline, your customers are shown a slightly different message explaining that this is a late cancel, and that their pass will be marked.
As an administrator, you can also mark a reservation as a Late Cancel from the Class Details Page:
When a reservation is marked as a Late Cancel, we send an automated message to the customer and to the company email address (see Manage Settings > General Settings).
Waitlists and Late Cancels
If the class has a waitlist, and bookings are still being accepted for the class, we do NOT kick off the waitlist process if it is too late to reserve, based on your Online Reservations settings.
Tracking Late Cancels across your company
We group Late Cancels alongside No Shows in the No Shows & Late Cancels report.
For more information on handling No Show attendances, please see this article.
The Attendance Time column indicates what time the customer or Instructor marked the reservation as a Late Cancel.
Limitations of the Late Cancel feature
Late Cancels and No Pass Attendances
Customers will be allowed to cancel their reservation even if they do not have an active pass to charge for the late cancel. That means you can have a 'Late Cancel' that has no pass.
It is the Administrator's responsibility to assign any Late Cancels to any new pass that the customer may purchase - Punchpass does not currently automatically assign them.
Late Cancels and Memberships
Late Cancel is currently automatically applicable to passes, not memberships. If a customer with a membership late cancels, you'll want to invoice them. You can do this by creating a late cancel pass in Punchpass or directly charge their credit card on file in Stripe through your Stripe account.
Late Cancel Settings
Late Cancels do not have an 'undo' button. In order to undo a late cancel you simply delete the 'attendance', and then add it again as a reservation or attendance.
Late Cancel applies to ALL classes. It is a global reservation setting and cannot be turned on/off per class.