Troubleshooting: Late cancel policies incorrectly applied to customers canceling through ClassPass

Problem

When customers use ClassPass to cancel a session, late cancellation policies are incorrectly applied. This can happen in one of two ways:

  • The cancellation should qualify as a late cancel, but the session status is displayed as Early Cancel in WellnessLiving.
  • The cancellation should qualify as an early cancel, but the session status is displayed as Late Cancel in WellnessLiving.

This behavior occurs when the late cancellation policies on ClassPass do not match the business’s policies or the service’s customized policies on WellnessLiving.

Solution

To resolve the issue, follow the instructions below. If the issue persists after completing these steps, please contact WellnessLiving Support.

To fix the cancellation status for the session, staff members can update the status of the visit on the client’s attendance history to either Late Cancel or Early Cancel. For more information, see Changing a client’s attendance status.

To prevent future cancellations from being incorrectly flagged, the business owner should ensure that the cancellation policies on WellnessLiving match the policies on ClassPass. There are two ways a business owner can do this:

  • Update the cancellation policies on ClassPass to match the policies configured in WellnessLiving. The business owner should contact ClassPass support and ask them to update the cancellation policies. To contact a ClassPass representative, visit the ClassPass website.
  • Update the cancellation policies on WellnessLiving to match the policies configured on ClassPass. The business owner should contact ClassPass support to ask for a record of the cancellation policies. Once they have this information, the business owner can update their business policies or update the policies for individual services to match ClassPass.
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