š Overview
If you use penalty systems to charge customers for late cancellations and no-shows, the Late Cancel & No-Show Penalties report shows you every infraction that has been recorded.
This guide explains how to open the report, what each status means, and what information the report displays.
š” If you have not created a penalty system yet, see How can I set up a Penalty System? here.
š Viewing the Penalties Report
To find the penalties and infractions that have already been recorded, go to Reports ā Events ā Late Cancel & No-Show Penalties, where it sits under the Penalty Systems heading.
The report displays the following information for each infraction.
Customer Name | The customer this penalty is for |
Penalty Actions | The infraction which triggered the penalty |
Date/Time | When the penalty was triggered |
Event Type | Which event the infraction took place in |
Venue | The venue of the event |
Customer Membership | The membership they used to register for the event |
Penalty Name | The name of the penalty triggered |
Penalty Amount | The amount the customer has been, or is due to be, charged |
Payment Due | When the customer will be, or has been, charged |
š Understanding Penalty Statuses
Each infraction in the report carries a status, which tells you whether it counted towards a fee and whether the customer has been charged.
Click the arrow to learn more about each penalty status
Click the arrow to learn more about each penalty status
| The strike was counted towards a penalty fee that triggered a payment, but it was not the one that triggered it. |
| The strike has not yet triggered a fee, but it is within the penalty system's window so it is still eligible to trigger one. |
| The strike triggered a fee and the customer has been charged. |
| The strike triggered a fee but the customer has not yet been charged. |
| The strike has not triggered a fee and it is now outside the penalty system's window, so it can no longer trigger one. |
| The strike is associated with a penalty system that has been edited, archived, or had its penalty count reset. |
| The strike triggered a fee but the payment was later voided or skipped. |
š” Hover over the ā icon next to a penalty's status to see the infractions attributed to that penalty.
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ā Frequently Asked Questions (FAQs)
Find answers to common questions or additional details that may not be covered in the main instructions.
Click the arrow to view frequently asked questions
Click the arrow to view frequently asked questions
How do I set up a penalty system in the first place?
Click the arrow to see the answer
Click the arrow to see the answer
Penalty systems let you set the rules for when a late cancellation or no-show results in a fee, including how many strikes are allowed and over what period.
For the steps, see How can I set up a Penalty System? here.
Why does a strike show as no longer able to trigger a fee?
Click the arrow to see the answer
Click the arrow to see the answer
Each penalty system has a window of time during which strikes count towards a fee. Once a strike falls outside that window, it stays on the record but can no longer contribute to triggering a charge.
Strikes can also stop counting if the penalty system itself has been edited, archived, or had its count reset.
Can I see which infractions made up a particular penalty?
Click the arrow to see the answer
Click the arrow to see the answer
Yes. Hover over the ā icon shown next to the status of a penalty, and it will outline the infractions attributed to it.
Where can I see all the other reports available?
Click the arrow to see the answer
Click the arrow to see the answer
For a full list of every report, organised by category, see An Overview of Reporting here.
Can I reset a penalty counter?
Click the arrow to see the answer
Click the arrow to see the answer
Yes. You can reset any existing strike counts for an active penalty system to 0, however, this will apply to all customers with the assigned memberships (not just an individual customer).
To reset a penalty counter, go to Pro Tools - Penalty Systems, click Options to the right of the Penalty you would like to reset the counter for, and then Edit. Scroll to the bottom of the next screen, and you will see the Reset Penalty Counter button there.
