✨ Please note: Discount codes are available on the Lite plan or above.
There may be instances where you'd like to issue your customers a credit that they can use for a future booking instead of a refund/transfer.
Offering this guarantees the funds stay with you, and you don't lose the online transaction fee, which your online payment provider may not return to you, depending on your provider.
This article covers:
Handling a single cancellation
Depending on your terms and refund policy, you may decide to issue a customer credit in the form of a discount code.
Creating a credit
To create a credit:
Select Packages & Discounts, then Discounts from the left-hand menu on your account.
Select the Create a discount set button in the top right-hand corner:
Name the discount set with a helpful name that is private to you, such as 'Class cancellation credits'.
Select the Discount type, add any date restrictions, then select Add discount codes:
Add your code under Add one or multiple codes. For example: "CancelledClassCredit1".
This is the code that the customer will use at checkout and is not case-sensitive, but it can be a good idea to add numbers, capitals, etc., as it appears more 'unique' and customised.
Tick the Restrict to single use per booker email address box to limit the code so that each customer can only use it once per email address.
You can also restrict how many times the code can be used using the How many times can the code be used? setting, if you know how many you need (e.g. 1 if it's only for one single customer ever):
This can sometimes be a safer option as it means once it's been redeemed, no one else can use it. You'll need to generate a new code each time.
Once finished, select Add codes to add the code(s) to the set, then Save changes to save the set.
💡 Tip: We advise you to keep your codes to a monetary amount. If you were to make a 100% discount code, for example, the system would apply this to the whole basket, meaning that a customer with 10 tickets in their basket would get them all for free unless you restricted the code further.
Handling multiple cancellations
If you've had to cancel multiple classes with multiple bookings, you have two options:
You can issue discount codes per booking total.
For example, if a customer has purchased three tickets, each at £5, you could give them a £15 discount code.
Customers must use a discount code in one transaction. For example, if they book a £5 ticket and use the code, they will lose the remaining £10.
You can add as many discount codes to the discount set as necessary to cover the customer with the highest number of cancelled tickets.
For example:
A - All customers who have had just one of their tickets cancelled receive the code CancelledClassCredit1 |
B - All customers who have had two tickets cancelled receive the codes CancelledClassCredit1 and CancelledClassCredit2 |
C - All customers who have had three tickets cancelled receive the codes CancelledClassCredit1, CancelledClassCredit2 and CancelledClassCredit3 etc |
Restrictions
Only vouchers can be used on initial membership payments, not discounts.
You can't 'stack' discount codes, so each code must be used once, on its own, at checkout. If a customer wants to buy three new £10 tickets with their three codes, they will need to do so in three separate bookings.
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