Managing Appointments, Cancellations & No-Shows
Booking Appointments:
• Credits are NOT checked at booking time. Trainers can schedule freely. • Recurring appointments can be set up months in advance using the inline repeat options (Weekly, Every 2 weeks, Monthly) in the Create Appointment form. • When a client has an active pack or subscription, the recurring end date auto-fills from their expiry.
Pending Approvals (Client-Booked Sessions):
When a client books a 1-on-1 PT session through the client portal, it goes to pending status and appears in the Pending Approvals panel at the top of your calendar. Group class bookings and trainer-created appointments are auto-confirmed and skip this step.
The panel shows how long each request has been waiting and gives you three actions:
• Approve — Confirms the appointment at the requested time. The client receives a confirmation email. • Smart Move — AI suggests up to 3 alternative time slots based on the client's past session preferences and your schedule. It can also suggest delegating to another trainer if they're available. When you pick a suggestion, the system approves and reschedules the appointment in one step. • Decline — Cancels the pending request. Any credits are restored and the client receives a cancellation email.
Tips for pending approvals:
• Respond promptly — stale requests show as overdue with urgency badges • Use Smart Move when the requested time doesn't work but you want to offer alternatives • If you never want to see approvals, create appointments yourself instead of having clients book
Completing Appointments:
• Credits are deducted automatically when a session is in the past (completed). • Group class check-ins also trigger credit deduction. • No manual action needed.
Cancelling Appointments:
For trainers: • Cancel from the appointment modal or dashboard widget. Enter a reason and confirm. • If the session was not yet completed, no credit was deducted, so nothing changes. • If the session was already completed, the credit is automatically restored.
For clients: • Clients can cancel their own appointments from the portal. • A cancellation window (e.g. 12 hours before) can block late cancellations. Within the window, clients must contact their trainer. • Both parties receive email confirmation.
Marking No-Shows:
• Use the "No-Show" button on the dashboard widget or inside the appointment modal (available for past appointments). • Credits ARE deducted for no-shows. The client loses the credit. • No-shows are tracked per client. Repeated no-shows can block future booking.
When to mark no-show:
• Appointment time has passed • Client did not attend and did not cancel in advance
Credit Impact:
✅ Deducted: Completed sessions, no-shows, group class check-ins ❌ Not deducted: Future bookings, cancelled appointments
Calendar Indicators:
• Cancelled appointments show with an orange outline, strikethrough name, and ✕ badge. • No-show appointments show with a red outline and NS badge. • Completed appointments appear in light grey.
Tips:
• Mark no-shows on the same day for accurate records • Set a clear cancellation window (12-24 hours is standard) • Use the Credit Usage Report to spot clients with low balances