Issuing a make-up pass is easy! When a client late cancels or no shows for a group class or appointment service, a staff member can issue a make-up pass as a token of goodwill. This is especially useful when you want to make an exception and allow the client to make-up the visit at a later date. Please see attached walk-through guide for step-by-step instructions on enabling make-up passes on your services, adding make-up reasons, and issuing make-up passes!
Track the reasons why staff members issue make-up passes.
To add reason, click Settings > Advanced Settings > Client Management > Make-up Reasons. For example, Family Emergency, Sick or Staff Request.
Allow staff members to issue make-up passes for a group class or appointment service.
To allow make-ups, click Settings > Services > choose service > Cancellation > Make-up Policy. Choose a pass to issue when a make-up is issued and determine if or when the make-up pass expires.
Note: Make-up Passes are not available for Course services.
Issue Make-up Pass
A staff member can issue a make-up pass after the client is marked as Late Cancel or No Show. The steps to issue a make-up pass is determined by the Cancellation Fee of the service. To update the cancellation fee, click Settings > Services > choose service > Cancellation > Cancellation Fee.
Cancellation Fee: Allow a visit to be deducted?
To issue a make-up pass, go to the event roster and click the Gear (More Options) > Mark client as canceled or No Show. Then click Issue a make-up, choose a reason and enter any other details about the reason the make-up pass was issued.
Cancellation Fee: Allow a fee to be charged?
To issue a make-up pass, go to the event roster and click the Gear (More Options) > Mark client as canceled or No Show. Then click Charge for No Show. After the cancellation fee is charged, click Issue a make-up, choose a reason and enter any other details about the reason the make-up pass was issued.
Note: This option is uncommon when make-up passes are enabled. Make-up passes are recommended when "allow a visit to be deducted?" is enabled.
Owners and Manager can receive a notification when a staff member issues a make-up.
To enable this notification, click the Bell (Notifications) > Settings > Client Management > A staff member issues a make-up > Edit.
Revoke Make-up Pass
A staff member can revoke a make-up pass that was issued.
To revoke a make-up pass, go to the event roster and click the Gear (More Options) > Revoke the make-up. Alternatively, go to the Client Dashboard > Plans & Passes > click the make-up pass > Cancel.
Note: A make-up pass cannot be revoked if the pass was already used to pay for a visit.
Make-up Passes on Client Dashboards
Make-up Passes will appear under Plans & Passes and contain the service the make-up pass is for. To see the staff member who issued the pass and the reason why it was issued, click the pass name > Overview > Make-up.