When customers are a no-show or they late cancel, the pass they’re using for that attendance is deducted a punch.
If you're on a Punchpass plan with access to memberships and your customers pay for their memberships via Stripe, you have the ability to directly charge customers for no-shows and late cancels from Punchpass.
In this guide:
How to charge a penalty fee within Punchpass
Before you can charge a membership customer a penalty fee, you'll need to set up the penalty fee in Punchpass.
Define the Penalty Fee
From Manage > Settings, select the Taxes, Invoices & Revenue section. Define your penalty fee and press Save.
Mark Attendance
From the class details page, press the Mark Attendance button and identify any customers as No Shows.
To then charge any Late Cancels and No Show customers with a penalty fee, select the three-dot icon next to the customer name and press the Edit button.
This takes you to the Edit Attendance page. To apply the penalty fee, press the Charge Penalty Fee button.
A pop-up window will ask you to confirm the transaction. Press the Charge Fee Through Stripe button to continue.
The customer charge is confirmed.
Refunding a Penalty Fee
If you need to refund a penalty fee, you can make this change by editing the attendance.
Note: You can only refund a penalty fee once per attendance. Please be mindful!
You can navigate to the customer attendance page in a few different ways within Punchpass.
In this example, we'll work from the No Shows & Late Cancels Report and click on the class name.
This opens the attendance page, where you'll see a button to refund the penalty charge through Stripe. Press the Refund Fee button.
You'll be asked to confirm the refund. Press the Refund Fee Through Stripe button.
And a confirmation of the refund will appear on the Attendance page.
How to charge your Stripe customers for No-Shows and Late Cancellations
Log into your Stripe account and search for the customer using their email address.
Click on the customer to open the dashboard for their account and scroll down to the Invoices section, click Create.
Create an invoice in Stripe
Stripe allows you to save your charges as products. We'll walk through creating a new product to charge and below you'll find an example of referencing an existing product.
Adding a new product
In this example, I'm charging the membership customer a no-show fee. I've never charged a customer this fee before, so I'll be selecting the option to + Create new product.
Enter the item you're invoicing them for and the amount you wish to charge the customer, press Save.
Add an existing product
If you've already created this product, click on the Items text field and this will open a dropdown menu to select the charge.
Stripe will allow you to edit the price, if you need to update the information for this offer. This is helpful if your fees are different for your various offers.
Select the payment collection method
And select the option to Autocharge customer, which will automatically charge the card on file, then press the Review Invoice button to charge them and collect payment.
This opens a pop-up window where you can confirm the invoice and add a message. When you're ready, press Charge customer to invoice them and collect payment.
After pressing the Charge Customer button, you'll be redirected to the invoice.
Review the invoice in the customer account
Once the customer has been invoiced, you'll be redirect to the invoice overview page. You'll see the status of the invoice payment and can also send the customer a receipt.
Stripe offers detailed information on invoicing customers in this guide.
