Skip to main content

Automation Rule: User Charged for Late Cancellation

Updated

Automation Rule: User Charged for Late Cancellation

This rule automatically sends a notification to a member at the moment they are charged a fee for cancelling a class booking too late. It ensures members are immediately and transparently informed about any charges applied due to your club's cancellation policy.

  • Inform Members Instantly: Immediately notify members about the late cancellation fee, preventing surprise charges on their account.
  • Maintain Transparency: Clearly state the exact amount charged and the specific class it relates to, which helps reduce member disputes and questions.
  • Automate Financial Communication: Save your staff time by automating notifications for this common type of fee.
  • Reinforce Your Policies: Gently remind members of your cancellation policy in a professional and consistent manner.

Before You Start

Follow these steps to set up the notification rule.

  1. Navigate to PGM -> Automation -> Automation Rules.
  2. Press 'Add automation rule' to create a new rule.
  3. In the pop-up window:
    • Name: Create a unique name for the rule (e.g., "Late Cancellation Fee Notice").
    • Action: Select 'Notification'.
    • Event: Select 'User charged for late cancellation'.
  4. A new window will open. In the Conditions section, you can add rules to control when the notification is sent. For instance, you could use the [LATE_CANCELLATION_FEE_AMOUNT] token to send different messages for different fee amounts.
  5. In the Action section, choose how to send the message:
    • Email: Sends a formatted email. You will need to enter a "From email" and "From name".
    • SMS: Sends a text message to the member's mobile phone.
    • Push notification: Sends a notification to members using your club's mobile app.
  6. Under Notification Recipients, select who should receive the message. For this rule, you will send the notification to the User (the club member).
  7. In the Notification Content section, create the message that will be sent.
    • For Email, select a language, add a subject line, and design the email body using the available tokens.
    • For SMS and Push notifications, select a language and write a concise message.

Available Information (Tokens)

You can use "tokens" to automatically pull specific information into your messages. These placeholders fill in with the right details for each member and class.

Member Information

  • [USER_FIRST_NAME]: The member's first name (e.g., "John").
  • [USER_LAST_NAME]: The member's last name (e.g., "Smith").
  • [USER_NAME]: The member's full name (e.g., "John Smith").
  • [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.

Class Information

  • [CLASS_NAME]: The name of the class that was cancelled late (e.g., "Yoga Flow", "HIIT Circuit").
  • [CLASS_CATEGORY]: The category of the class (e.g., "Cardio", "Mind & Body").
  • [CLASS_CLUB_NAME]: The name of the club where the class was scheduled.
  • [INSTRUCTOR_NAME]: The name of the class instructor.
  • [CLUB_ZONE]: The specific area in the club where the class was to take place (e.g., "Studio 2").
  • [CLASS_DATE]: The date of the cancelled class.
  • [CLASS_START_TIME]: The start time of the cancelled class.
  • [CLASS_END_TIME]: The end time of the cancelled class.

Fee Information

  • [LATE_CANCELLATION_FEE_AMOUNT]: The exact monetary value of the fee that was charged.
  • [PRODUCT_NAME]: The name of the fee product as it appears in your system (e.g., "Late Cancellation Fee").

Example Output

Here is an example of an email that could be sent to a member using this rule.

Subject: Notice of a fee for late class cancellation

Message:

Hi [USER_FIRST_NAME],

This is an automated message to inform you that a fee of [LATE_CANCELLATION_FEE_AMOUNT] has been charged to your account.

This charge is based on our club's policy for late cancellations and was applied because the following booking was cancelled after the cut-off time:

  • Class: [CLASS_NAME]
  • Instructor: [INSTRUCTOR_NAME]
  • Date: [CLASS_DATE]
  • Time: [CLASS_START_TIME]

To avoid future charges, please ensure you cancel any bookings before the deadline outlined in our club policies.

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

Thank you for your understanding.

Best regards,

The Team at [CLUB_NAME]

Related articles