This article will highlight the different aspects of the Customers area of the app.

Customers can now log into their account on the booking site to cancel a booking that they have made. They can cancel selected sessions or the entire booking. When cancelled, the amount paid for the sessions/booking cancelled will be refunded to their account.

Refunds can be managed by Users with the suitable permission level within the 'Customers > Refund' section in the Application.

When a customer has cancelled their sessions they will be able to view in their customer account which sessions they have previously cancelled. Customers will also receive an email confirmation when they have cancelled a session and/or full booking.

This feature can be turned on/off, this is found in 'Settings > General > Online Booking Site' there is a new checkbox named 'Enable Booking Cancellations'. When this is checked and saved, customers via the booking site will be able to cancel selected sessions and/or entire bookings they have made.

There is now a field named 'Online Cancellation Cut Off' where you can set the cut-off point before a session commences where a customer is able to cancel a session. Customers will not be able to cancel sessions that have already occurred.

In 'Settings > Email & SMS > Customers > Customer Booking & Sessions Cancellation' there is a new email that is sent to customers when the customer cancels either a selection of sessions or the full booking. Staff users can edit the default text for the email notification as they prefer.

You can issue and manage refunds for customers in multiple ways. Refunds can happen either through bookings being cancelled or if the customer is asking for a refund themselves.

If you would like to learn more about how to cancel a session, you can click here.

Refunds can be managed by Users with the suitable permission level within the 'Customers > Refund' section in the Application.

Refunds can be sent out as credit to be used on future bookings, or directly into the customer's bank account, with the option of partially refunding a certain amount.

Customers can request refunds from their bookings by navigating to their 'Account' and then 'Overview'. When they navigate to the bookings tab, they will see all of the available bookings that they have made, with the option of requesting a refund on them. Customers can only request a refund on bookings that have not run.

Vouchers are a way to offer your Customers money off your Sessions.

Vouchers are similar to, but distinct from, Discounts. When turned on, Discounts are automatically applied to the Booking Cart of an Account Holder who meets certain Booking criteria. Vouchers require a Voucher Code to be entered into the Bookings Site by the Account Holder.

There are two ways that you can create a Voucher:

You can create new Vouchers by navigating to 'Settings > Bookings > Vouchers > Vouchers' and clicking on the '+Create New' button. The Vouchers you create here are known as Global Vouchers and can be applied to any of your Projects.

You will be prompted to Name your Voucher and give it a Code. The Voucher Code is what Account Holders will enter in the front-end Bookings Site when they use your Voucher. The Voucher Code can be set to whatever you like, but it cannot contain special characters (such as '@', '?' or '!') and cannot exceed 10 characters.

You will also be prompted to select a Voucher Type:

If you have a finite number of Vouchers you want to give out, this can be set in 'Voucher Quantity'.

You can also give the Voucher an Expiry Date if you only want it to be valid for a certain time period.

In the 'Applies To' menu, you can choose which Session Types your Voucher can be used on. If you select 'All Session Types', your Voucher can be used on all of the Session Types that you offer to be booked. If you select a specific Session Type, your Voucher can only be used to book Sessions that are categorised within that Session Type.

Your Vouchers can also coincide with the Sibling Discount. This gives the Account Holder a set discount that applies when two or more Customers from the same account are booked into the same Session. This will apply both when the Sessions are booked simultaneously or separately.

There is also a field called Apply Sibling Discount To, which will allow you to set this voucher to apply to all participants that are added, or to subsequent participants that are added after the initial participant.

You can also set a Use Limit which limits the number of times an account holder will be allowed to use this voucher. If this field is left blank, the number of times the account holder can use this voucher is unlimited.

You can create a Voucher in the Project Page. These are known as 'Project Vouchers' and can only be applied to Sessions within that Project. In the Project Page, you can see your Project Vouchers by navigating to 'Discounts > Vouchers'.

Here, you can create a new Project Voucher by pressing the '+Create New' button. Once you have created your Voucher, you can then select to which Sessions in the Project your Voucher will apply by clicking on the tick box next to the Session name.

Vouchers can be stacked and also used for Subscriptions. In order to edit this, you can Navigate to 'Settings > General > Discounts'.

When 'Stack Voucher' is ticked, each voucher will have a new field named 'Stack Vouchers'. This will allow you to specify which Vouchers you would like to be used together. For example, if you have Three Vouchers and have selected that two of them can be Stacked, an Account Holder would be able to apply two of the three, but not the third to a Booking.

Discounts are a way to offer people money off Sessions.

Discounts are similar to, but distinct from, Vouchers. While Vouchers require a Voucher Code to be entered on the Bookings Site, Discounts are automatically applied to a Booking Cart that meets certain Booking requirements.

You can apply Discounts to a Project by navigating to the Project Page and selecting the 'Discounts' tab. Here, you can select which automatic discount you would like to apply to your Project:

Discounts can also be Stacked when the 'Stack Discounts' box is ticked. This means that Automatic Discounts can be applied to a Booking Cart in conjunction with a Sibling Discount.

A Sibling Discount is applied when two or more Participants from the same account are booked onto the same Session. This will apply both when the Sessions are booked simultaneously or separately.

To activate the Sibling Discount, navigate to your Project Page by clicking through 'Bookings > Projects > All' and click on the name of your Project. Then, click on the Discounts tab, where you will find a drop-down menu named 'Sibling Discount'.

The Sibling Discount can be set up using the same Discount Types as Automatic Discounts: Percentage, Amount and Fixed Amount. Select the option you would like to apply to your Project from the dropdown menu.

You will also have the choice to apply the Sibling Discount to 'All Siblings' or 'Additional Siblings'. If 'All Siblings' is selected, the Sibling Discount will be applied to all Customers. If 'Additional Siblings' is selected, the Sibling Discount will apply only to subsequent customers who book on after the original customer.

In the 'Discount' tab of a Project Page, you will also see the option to offer Taster Sessions.

You can set discounts to be applied within certain blocks.
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To do this, navigate to your chosen project, then select the 'Blocks' tab.
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You can then select the relevant Block that you’d like the Discount to apply. Once inside the details section of the block, scroll down, and you will find the “Discounts” Section. Clicking on it will expand the menu.
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Using the drop-down menu, you will be able to select whether the Discount is a Percentage, which is a percentage taken off of the entire booking, Amount, which is a set amount from the entire booking, or Fixed Amount, which is a set amount that's discounted from each session in your booking.
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Next, you can select how much this discount will be, by entering an amount in the amount field.
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Discounts within a block will only apply if the customer is booking for all sessions within that block. This means that if they only select a few sessions, or the block has already started and some sessions are missing because of it, this discount will not apply.
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It is also worth noting that the discount within a block takes priority over any other discounts for that project. So if we have a 20% discount here and a 20% discount within the discounts tab, the whole project will only be 20% off.
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Be sure to click save to apply any changes, then your discount will be applied to the Block.

If you have enabled Credit on your Account, you and your Customers who are in credit can now Associate Payments with the Booking(s) that they are paying off.

You can enable the use of Credit by navigating to 'Settings > General > Credit' and then clicking on 'enable the use of Credit'. Here, you can set a Credit Limit, which you can customise for each Customer in their respective Payment Profile.

When a Customer who is in credit is logged into the Bookings Site, they can click on 'Account > Overview > Make Payment'. If they click on 'make payment', your Customer will be asked if they want to Associate their payment with a Booking.

If the Customer clicks on 'no', their payment will be associated with the first Booking that was made during the transaction.

If the Customer clicks on 'yes', they will have the option to associate their payment with any of the Bookings that they have an outstanding balance for. One of the Bookings can then be selected from the drop down menu.

Your Customers can then Associate their payment with multiple Bookings by clicking on 'add more'.

On the Customer Profile of the Customer who wishes to Associate their Payment with a Booking, click on the 'Payment' tab. Here you can click on the '+Create New' button in order to create a new Associated Payment.

In the 'From' Field, select whether the payment was Internal or came from the Customer. Select 'Internal' if the payment was made in cash or over the phone to you. Select the Customer's Name if they have paid by debit/credit card, direct debit, childcare voucher or BACS.

Enter the amount that is being paid off in the 'Amount (£)' Field.

You can add any Notes about the Payment in the 'Notes' Field.

Once you click the 'Save' button, you will be taken back to the 'Payments' tab of the Customer's Profile. Any Associated Bookings will be noted in the 'Notes' Column.