Automation Rule: User Cancelled Facility

This rule automatically sends a notification to a member immediately after they cancel a facility booking. It provides instant confirmation that the cancellation was successful and clearly explains any resulting refund or penalty, reducing confusion and support inquiries.

Provide Instant Peace of Mind: Automatically confirm that a member's booking has been successfully cancelled.
Clarify Refund Details: Clearly communicate the outcome of the cancellation, such as whether a full refund was issued or a class pass was returned to their account.
Improve Member Communication: Keep your members informed and reduce the need for them to contact your front desk for cancellation details.

Before You Start

Follow these steps to set up the automated cancellation confirmation 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., "Facility Cancellation Confirmation").
- Action: Select 'Notification'.
- Event: Select 'User cancelled facility'.
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 send a special message only when the [REFUND_POLICY] token is 'NoRefund'.
- 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: Select 'User' to send the confirmation directly to the member who cancelled the booking.
- Time Settings (Optional): You can restrict notifications to send only within a specific time window (e.g., 9:00 AM to 8:00 PM).
- Delay Notification (Optional): You can 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'll create the message that gets sent to your members. You can use the Tokens listed below to automatically pull in specific details about the member and their cancelled booking.

For Email

Language: Select the language for your message.
Subject: Write the subject line for the email. Use tokens to make it personal! (e.g., "Confirmation of your booking cancellation at [CLUB_NAME]").
Template: Design your email using the editor. You can use a pre-made template or create your own.

For SMS and Push Notifications

Language: Select the language for your message.
Message: Write a short, clear message for the notification. Remember to include key details using tokens.

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_PRODUCT]: The specific product or service that was booked.

Cancellation & Refund Tokens

[BOOKING_CHARGE_TYPE]: Shows how the original booking was paid for (e.g., "Contract", "Free", "Product").
[REFUND_POLICY]: The refund action taken based on your club's rules (e.g., "Full Refund", "No Refund", "No Return","Make up Product", "Return").
[REFUND_PRODUCT_NAME]: The name of the pass, credit, or product that was returned to the member's account, if applicable.

Outputs: Example Email

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

Subject: Your [CLUB_ZONE_NAME] booking on [FACILITY_BOOKING_START_DATE] has been cancelled

Message:

Hi [USER_FIRST_NAME],

This email confirms that your booking for the [CLUB_ZONE_NAME] has been successfully cancelled.

Details of the cancelled booking:

Facility: [CLUB_ZONE_NAME]
Date: [FACILITY_BOOKING_START_DATE]
Time: [FACILITY_BOOKING_START_TIME] - [FACILITY_BOOKING_END_TIME]

Your cancellation has been processed according to our policy.
• Refund Status: [REFUND_POLICY]
• Item Returned: Your [REFUND_PRODUCT_NAME] has been returned to your account.

The slot is now available for other members to book. If you have any questions, please don't hesitate to contact the front desk.

Best regards,

The Team at [CLUB_NAME]