Automation Rule: Facility Booking Cancelled After Not Being Paid

This rule automatically notifies a member when their facility booking is cancelled because it was not paid for within the required time. It helps manage facility availability fairly by freeing up unpaid slots and clearly informs the member why their reservation was cancelled.

Improve Facility Availability: Automatically release unpaid bookings, ensuring court and facility time is available for paying members.
Keep Members Informed: Clearly explain to members why their booking was cancelled, reducing confusion and support calls.
Encourage Prompt Payment: Gently reminds members that future bookings must be paid for to be secured.

Before You Start

Follow these steps to set up the automated cancellation message.

Navigate to PGM -> Automation -> Automation Rules.
Click 'Add automation rule' to create a new rule.
In the pop-up window:
- Name: Give your rule a unique name (e.g., "Unpaid Facility Booking Cancellation").
- Action: Select 'Notification'.
- Event: Select 'Facility Booking Cancelled After Not Being Paid'.
A new settings window will open. Here, you can fine-tune the rule:
- Conditions: You can add rules to control when this notification sends. For example, you could set a condition to only send notifications for a specific facility type, like when [CLUB_ZONE_TYPE_NAME] is "Squash Court".
- Action: Choose the notification type:
  - Email: Sends a formatted email. You'll need to enter a "From" email and name.
  - SMS: Sends a text message (standard SMS costs apply).
  - Push notification: Sends a notification to members using the club's mobile app.
- Notification Recipients: This rule is designed to send the notification to the 'User' (the member whose booking was cancelled).
- Time Settings (Optional): You can restrict notifications to send only within a specific time window (e.g., between 9:00 AM and 8:00 PM).
- Delay Notification (Optional): Set a delay (in minutes, hours, or days) before the notification is sent.
- Send notification not more often than (in days): Prevents sending too many messages to the same member in a short period.

Notification Content

This is where you will create the message that gets sent to your members. Use the Tokens below to automatically include specific details about the cancelled booking.

For Email

Language: Select the language for your message.
Subject: Write the subject line for the email (e.g., "Important: Your booking at [CLUB_NAME] has been cancelled").
Template: Design your email using the editor.

For SMS and Push Notifications

Language: Select the language for your message.
Message: Write a short, clear message for the notification.

Tokens

Tokens are placeholders that automatically insert specific information into your messages. Here are the tokens available for this rule.

User Tokens

[USER_FIRST_NAME]: The member's first name (e.g., "Jane").
[USER_LAST_NAME]: The member's last name (e.g., "Doe").
[USER_NAME]: The member's full name (e.g., "Jane Doe").
[USER_EMAIL]: The member's email address.
[USER_PHONE_NUMBER]: The member's mobile or primary phone number.
[USER_NUMBER]: The member's unique ID number.
[USER_NUMBER_QRCODE]: A scannable QR code image of the member's ID number.
[USER_HOME_CLUB_NAME]: The name of the member's primary gym location.

Facility Booking Tokens

[CLUB_NAME]: The name of the club where the facility was booked.
[CLUB_ZONE_NAME]: The specific area that was booked (e.g., "Tennis Court 1").
[CLUB_ZONE_DESCRIPTION]: A description of the booked area.
[CLUB_ZONE_TYPE_NAME]: The type of facility booked (e.g., "Squash Court").
[FACILITY_BOOKING_START_DATE]: The start date of the cancelled booking.
[FACILITY_BOOKING_START_TIME]: The start time of the cancelled booking.
[FACILITY_BOOKING_END_TIME]: The end time of the cancelled booking.
[FACILITY_BOOKING_SOURCE]: How the booking was made (e.g., "ClientPortal", "Web").
[FACILITY_BOOKING_PRODUCT]: The specific product or service that was booked.

Cancellation Tokens

[MAX_AVAILABLE_TIME_FOR_PAYMENT_IN_MINUTES]: The number of minutes a member has to pay for a booking before it is automatically cancelled.
[BOOKING_CREATED_TIME_ZONED]: The exact time the original booking was made.

Outputs: Example Email

Here is an example of an email you could create using these tokens.

Subject: Regarding your booking for [CLUB_ZONE_NAME] on [FACILITY_BOOKING_START_DATE]

Message:

Hi [USER_FIRST_NAME],

This is an automated notification to let you know that your booking for the [CLUB_ZONE_NAME] at [CLUB_NAME] has been automatically cancelled.

The cancellation occurred because the booking was not paid for within the required [MAX_AVAILABLE_TIME_FOR_PAYMENT_IN_MINUTES] minute timeframe. To ensure fair access for all our members, facility reservations must be confirmed with payment to be secured.

Details of the cancelled booking:

Facility: [CLUB_ZONE_NAME]
Date: [FACILITY_BOOKING_START_DATE]
Time: [FACILITY_BOOKING_START_TIME] - [FACILITY_BOOKING_END_TIME]
Booked On: [BOOKING_CREATED_TIME_ZONED]

The slot you booked is now available again for others. If you would still like to use the facility, you will need to make a new booking and complete the payment to confirm your spot.

If you believe this cancellation was in error or have any questions, please contact our front desk.

We hope to see you soon!

Best regards,

The Team at [CLUB_NAME]