If a customer is booking with a credit, how does CodexFit decide which credit to use?
Membership allowance preferred over individual credits, then credits by:
- Those restricted to a specific location first (i.e. if you can only use credits in Westbourne Park, and you're booking a class there, it'll prioritise them)
- Then ordered by the order they are set in the credit type admin area (i.e. if you have 'Fomo Friday' credits before Universal credits, it'll attempt to use those first (if applicable to the class)
- Then ordered by expiry, those expiring soonest will be used first.
What if a customer has a plan and credits on their account?
- CodexFit will prefer to take a plan first, if that exists.
- Once all plan bookings are used up, we will then attempt to take credits.
Why can a customer book into a waitlist and not have a credit/plan allocation?
- Anyone is allowed to join a waitlist with or without a credit/plan.
- When a spot becomes available, the waitlist manager will loop over the waitlist in the order of when they were added looking for someone who has a credit/plan which is accepted. The first customer it hits on that list will get the spot.
- The reason CodexFit does this is because a customer's credits/plans can change quite a bit.
- A customer could have booked onto a waitlist and had a credit but then they could go and make another booking and use that credit up - it wouldn't be fair if we took the credit just to get on a waitlist because getting on a waitlist doesn't guarantee a booking and we don't want that credit to be tied up in a waitlist.
- We don't necessarily want to cancel that existing waitlist either as the customer could buy another credit or maybe get one refunded if they cancelled a class with enough notice.
- Therefore, the best thing we can do is allow customers to join and at the point of converting the waitlist into a booking is check to see if they have a credit and give it to them if they do.
Why do bookings made with credits show with their real value but a booking made with a plan shows at 0?
- The reason why we show a £0 value is that the value of a booking made with a plan is really only known at the end of their billing period. For instance, if someone only used 15 of their 20 bookings that month, their "booked value" would be quite different than someone who had used all 20 of their 20 bookings.
- With a credit, the value of the credit is set at the point of buying the credit and it cannot change. But with a membership, it all depends on how many actual bookings of their membership that they used that month.
Articles below are unchecked drafts.
Why is a credit taken when a customer still has allocation left in their monthly plan (membership)?
- CodexFit will always prefer to deduct from a customer's membership allowance over their individual credits.
- Occasionally we have received questions such as, why did CodexFit take a credit when a customer still had some membership allowance left in their account.
- The most common reason for this is when a customer has used up all their membership allowance and booked classes with their credits. Then they cancelled one of the classes from their early booking. For instance, if I had a five classes per month membership and I booked six classes for that month. The sixth one would be booked with the credit that I had in my account. For some reason, I decided to cancel one of my first 5 bookings, the system would refund me one of my allowances. Hence, it might appear as though a credit was taken before the membership allowance.
- Please be aware that we can swap a membership credit to an individual credit (ie, buddy credit/intro credit) but we can not swap an individual credit for a membership credit.
Why is a customer able to go over their booking limit? (ie, 21/20, 6/5)
- Sometimes the admin gets confused when they see a customer has booked into more classes than they have access to. Do not worry!
- The most likely reason is that a customer swapped their membership half way through the billing period. For instance, I have purchased a membership that allows me to have 5 classes per month and I used them all in the first week. Then I upgraded my membership to 10 classes per month. If I used up all of my 10 classes, it would show 15/10 on the system.
- The best way of preventing this issue from happening is to make sure to click “swap membership after the billing period” instead of “swap membership now” as it could be confusing.
Why was a customer charged before the scheduled billing date?
This one is more common especially around February when the month is shorter than usual.
This is also true for some other months where there are only 30 days but the scheduled billing date is on the 31st.
If someone purchases on the 31st and a month has 30 days, we will bill on the last day of the month.