Business policy settings

Allow clients to book as a guest

When ON, clients can choose to book services through widgets without creating a new profile. Clients are also required to fill out your selected profile fields to complete their booking.

For more information, see Allow clients to book as guests.

Allow clients to book their relationships without switching profiles

When ON, clients can book services on behalf of related clients without switching profiles. For example, if a parent wants to book a service for their child, they can do it directly from their own profile without having to sign out and sign in as their child. This saves time and reduces confusion, especially for families with multiple children in your programs

Note: This option is only available if Display relationships on the Client Web App and Achieve Client App is enabled under your business policies under Security.

Ask "Who is this booking for?" at the start of the booking flow

When set to ON, clients are prompted to select who they're booking for before the booking flow begins.

This is useful for clients who regularly book on behalf of others, such as a parent booking services for their child, so they don't have to switch profiles or correct the booking afterward.

When set to OFF, existing booking behavior is preserved. By default, this option is set to OFF.

Clients must sign in to view available appointments

When this option is set to ON, clients are prompted to sign in when they click Appointments under the Book Now tab on the Client Portal and when they’re booking an appointment through the Appointment Widget.

Note: When this option is set to OFF, appointment restrictions (like requirements for client age or client type) are displayed under the appointment duration or in the expanded appointment description when the client is selecting a service.

Allow clients to select a date and time, then the available asset

When this option is set to ON, clients will be prompted to select a date and time before selecting the asset when booking a standalone asset from the Client Portal.

When this option is set to OFF, clients will be prompted to select an asset before selecting the date and time when booking a standalone asset from the Client Portal. By default, this option is set to OFF.

Note: This setting will only affect the asset booking flow in the Client Portal. Staff members who are booking an asset on behalf of clients from the Staff Back Office will continue using the default booking flow, which is choosing the asset before the date and time.

Allow clients to book multiple appointments

When this option is set to ON, clients can book multiple appointments during the same booking flow from the Client Portal. Clients can select different appointment types, provided those appointment types also have this setting enabled.

Allow clients to book back-to-back appointments

When this option is set to ON, clients can book multiple appointments in consecutive time slots during the same booking flow from the Client Portal. Clients can select different appointment types provided those appointment types also have this setting enabled.

After selecting multiple appointments, the client sets the start time for the first appointment. The remaining appointments will be automatically scheduled in consecutive time slots after the first appointment.

For example, if a client selects two 30-minute appointments and sets the first appointment at 1:00 p.m., the second appointment will be automatically scheduled for 1:30 p.m. on the same day.

If this option is set to OFF, clients must manually set the dates and start times for each appointment when booking multiple appointments.

This option is only available if the Allow clients to book multiple appointments option is set to ON.

Note: If a client selects back-to-back booking, they can’t book recurring appointments.

Restrict staff from booking or purchasing for clients with unsigned contracts

When this option is set to ON, staff members can’t book services or make purchases on behalf of clients who haven’t signed the required contract associated with their Purchase Option.

Prevent clients from booking overlapping classes and events

When set to ON, clients can't book a class or event that overlaps with another class or event they're already booked into. Clients also can't join a wait list for a class or event that overlaps with an existing booking or wait list.

Prevent clients from booking overlapping appointments

When set to ON, clients can't book an appointment that overlaps with another appointment they're already booked into. Clients also can't join an appointment wait list that conflicts with an existing appointment booking or wait list.

Schedule Gaps

Determines how booking times are offered to clients to help prevent idle time in staff member's schedules.

• Show all time slots

  When selected, clients see all available time slots for the day. This may leave small gaps in the staff member's schedule.

• Reduce schedule gaps
  When selected, clients only see time slots that are directly before or after existing appointments, or at the beginning or end of a staff member's scheduled working hours.

To reduce schedule gaps, the following options are available:

• Allow gaps greater than or equal to [x][minute(s)/hour(s)] – The minimum time between appointments for a time slot to be shown. Clients can book times that don't directly follow or precede another appointment as long as the gap that is created is equal to or more than the entered time. To offer more available time options each day, enter a lower value. To restrict available options and further tighten scheduling, enter a higher value.

• Look ahead for the next [x][day(s)/weeks(s)/month(s)] – The number of days, weeks, or months into the future the system should minimize gaps between appointments. During this period, clients only see booking times that appear directly before or after another booked appointment or that leave a minimum gap allowed.

Note: This policy applies globally to all staff and asset bookings.

Availability & Unavailability Priority

Determines how the system behaves when a staff’s available and unavailable time overlap:

• Unavailability takes priority – The system prioritizes the staff member’s unavailable time. This ensures they can’t be booked during personal breaks, vacations, or other unavailable periods.

  • This option is selected by default. We recommend maintaining the selection for best results.

  • Use this option if staff members frequently block off time for personal commitments or breaks to prevent clients from booking over them.
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• Last added block takes priority – The system prioritizes the most recently added working hours.

  • Use this option if staff members regularly adjust their service schedules and you want the latest update to take effect automatically.

Clients must book a minimum of [number] [duration] before the start time of a session.

The minimum amount of time before the start of a session that a client can book the session.

For example, if the value is set to 12 hours and it is 7:00 a.m., and the class your client wants to book starts at 5:00 p.m., the client can’t book the class. Changing this setting won’t affect clients who have already booked a session.

Allow clients to book classes/events [number] minutes after the session has started

The amount of time after a session starts in which clients can still book themselves into the ongoing session. The maximum amount of time allowed is 480 minutes (8 hours).

If this setting is off, clients can’t book themselves into ongoing sessions.

Clients can book a maximum of [number] [duration] before the start time of a session.

The maximum amount of time before the start of a session that a client can book a session. For example, if the value is set to one day and a class is scheduled for 3:00pm on April 1, your clients can’t book the class before 3:00pm on March 31. Changing this setting won’t affect clients who have already booked a session.

Notes:

• The time selected in this setting is relative to the session’s start time in the business location’s time zone, not a client’s time zone.

• This business policy can affect events that require clients to book all sessions at once. If you require clients to book all sessions of an event at once, the sessions must occur within the time frame specified here. Otherwise, clients won’t be able to book the entire event. For example, if you set this policy to a maximum of one week and create an event that lasts two weeks and requires clients to book all sessions at once, no clients will be able to book that event. To allow clients to book that event, you must set the policy to at least two weeks.

Enable custom booking windows for specific client groups

Allows you to assign a custom maximum booking window to specific client groups, giving higher-tier clients earlier access to book services.

When set to ON, a Selected client groups search field appears. Search for and select a client group, then set how far in advance that group can book before the start time of a session.

You can add as many groups as needed. If a client belongs to multiple groups, the earliest available booking window applies. For more information, see Priority booking by client group.

Clients can only book sessions within their current paid period

When this option is set to ON, clients can only book sessions within the duration of time the applicable Purchase Option is active and within fully paid future payment periods.

This setting doesn’t affect staff members with the Book clients outside their current paid period staff role permission.

Clients with a negative account balance cannot book services

When this option is set to ON, clients who owe money to your business won’t be allowed to book sessions.

Clients who have already booked sessions with a negative balance will remain in their booked sessions, but they won’t be able to book any more sessions until their balance becomes positive.

Note: Staff members with the Book clients with negative account balances staff role permission can book clients with negative balances regardless of the options selected here.

Restrict dependents from booking services if the payor has a negative account balance

This option is only available if the Clients with a negative account balance cannot book services option is set to ON.

Dependents are client accounts that are paid for by a relationship profile. When this option is set to ON, dependents won’t be able to book services if the associated relationship profile has a negative account balance.

Allow clients to make recurring bookings

When this option is set to ON, clients can book their own recurring appointments and recurring classes from the Client Portal. Changing this setting won’t affect clients who have already booked recurring sessions.

Notes:

• When no end date is selected, the system books six months of recurring appointments. After one month, and every month thereafter, the system books another month of appointments to maintain six months of bookings for the client.
  For example, if on January 1, you book a weekly recurring appointment with no end date, the system will automatically book appointments from January 1 to June 30. On February 1, the system will automatically book appointments for the month of July, and the process will continue to repeat at the beginning of each new month.

• The business policies in effect at the time of the original booking are used for all recurring bookings, even if the policies are changed at a later date.

Class bookings default to recurring with no end date

When this option is set to ON, recurring class bookings will be set to Never end by default.

This option is only available if Allow clients to make recurring bookings is set to ON.

Restrict appointment bookings to weekly recurring with no end date

When this option is set to ON, appointment bookings will be set to recur weekly, without an end date.

This option is only available if Allow clients to make recurring bookings is set to ON.

Allow clients to book on behalf of a guest

When ON, clients can book services on behalf of guests who aren’t registered with your business, such as friends or family members.

When the guest is already registered with WellnessLiving using the provided email address, the booking is automatically added to the client’s profile.

Allow group booking for classes and events

When ON, clients can book services from the Schedule and Events widgets for themselves and additional friends or family members in a single booking.

The following policies affect clients' ability to make group bookings:

• Allow clients to book their relationships without switching profiles must be enabled to allow clients to make group booking with existing relationship clients.

• Allow clients to book on behalf of a guest must be enabled to allow clients to make group bookings for guests who aren’t related.

Group bookings are subject to the following rules:

• Each attendee must meet the service’s age, prerequisite, client type, and client group requirements.

• Attendees can’t be added if they’re already booked in the service.

• Availability is checked in real time, and bookings can’t exceed remaining capacity.

• Group booking isn’t permitted for wait listed classes or block events.

• Group booking is permitted for non-block scheduled sessions within events.

• Attendees in a group booking can be booked into different scheduled sessions within the same event.

To limit how many clients can be included in one booking, enter the desired number next to Maximum additional attendees per group booking. The minimum value is one, the maximum value is 10, and the default value is four.

Note:

• This option is only available if Display relationships on the Client Web App and Achieve Client App is enabled under your Security business policies.

• This option only affects bookings made through widgets.

Late cancellation period

Determines the minimum amount of time before a booked session that a client can cancel without incurring a penalty. For example, if the value is set to 24 hours and your client has a class on Tuesday at 4:00 p.m., the client must cancel before Monday at 4:00 p.m. of the same week to avoid incurring a penalty.

When you change this policy, the updated policy will automatically apply to sessions that are scheduled moving forward and won’t affect clients who have already canceled a session. In addition, you can choose whether to apply the updated policy to sessions that were previously scheduled.

Note: The setting Enable a grace period of [number] [duration] after booking to cancel without penalty takes precedence over this setting.

For example, if you’ve enabled a grace period of two days after booking and have the late cancellation period set to one week, a client can book a session three days before it’s scheduled to take place but cancel it on the same day if needed, without incurring a penalty.

Allow clients to cancel

Determines whether clients can cancel their service bookings. If this option is set to ON, clients can cancel their bookings from the Client Portal or the Achieve Client App.

Clients that cancel while on a wait list will be marked as Early Cancel.

If this option is set to OFF, clients can’t cancel their own bookings. Be sure to remove all instances of the [ButtonCancel] email variable from any templates that include it. If the variable isn’t removed, when clients click the button, they’ll be directed to a page that informs them that your business doesn’t permit canceling reservations online and prompts the client to call your business directly.

Require clients to sign in when they are canceling or confirming a session

Determines whether clients are required to sign in to their account with your business when they click the cancellation or confirmation buttons in an email notification.

Note: The sign-in screen that clients are directed to when they click the cancellation or confirmation buttons in an email notification can be used by either clients or staff members to sign in to their WellnessLiving account.

Auto-cancel prospects up to [number] [duration] before a session.

The amount of time before a prospective client is automatically removed from a session they reserved through Reserve with Google or directly through the business's schedule.

This setting allows your business to accommodate your existing clients who are trying to book the session. Changing this setting won’t affect prospective clients who have already booked a session.

Enable a grace period of [number] [duration] after booking to cancel the session without penalty

When this option is set to ON, clients can book a class, appointment, event, or Book-a-Spot asset and cancel it within the grace period without incurring any penalties. Changing this setting won’t affect clients who already canceled a session within the previously set grace period. However, refunds won’t be issued to clients who were charged for canceling after the previously set grace period.

Return visit for late cancellations

When ON, visits paid using a Purchase Option are returned to the client when they late cancel a visit. When configured, a late cancellation fee is applied.
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For example: A client books a class using a Purchase Option with 10 visits but late cancels on the day of the class. The visit is returned to their Purchase Option, so they keep all 10 visits. The client is charged the late cancellation fee if enabled.

Return visit for no-shows

When ON, visits paid using a Purchase Option are returned to the client when they’re marked as a No-show. When configured, a no-show fee is applied.
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For example: A client books a class using a Purchase Option with 10 visits but doesn’t attend and is marked as a no-show. The visit is returned to their Purchase Option, so they keep all 10 visits. The client is charged the no-show fee if enabled.

Type and threshold

Determines the type of cancellation and no-show penalty you want to set for clients and the threshold for when they will be charged with this penalty.

For example, if you set the Type to Late cancels or no-shows and set the Threshold value to 3 times in 1 week, clients will be penalized if they cancel or no-show a session more than three times in one week.

Penalty

Determines the penalty for clients.

• If Flag client account is selected it adds a flag to the client’s account, preventing them from booking any future sessions until flag is removed.

• If Charge client [number] is selected you can set a $ or % amount for the client to be charged.

Note: The % is the percentage of the drop in fee associated to the service.

Applicable client types

Determines the client types that may incur this penalty.

Applicable services

Determines which service types will use these penalty rules.

Enable wait list / Disable wait list

Determines whether clients can join a wait list for an event, class, appointment, or asset that is fully booked. Changing this setting won’t affect clients who are already on a wait list.

After enabling wait lists, you can select which services are permitted to have a wait list. Under Allow wait list for, select the checkbox beside the service types you would like to have a wait list enabled.

Note: If wait lists are enabled for appointments, CAASI can offer clients a spot on the wait list when an appointment is fully booked. CAASI always offers confirmed times first, and only offers a wait list spot if the appointment is fully booked, or if the client declines the confirmed options offered. If a wait list is full, or wait lists aren't enabled for that appointment type, CAASI won't offer the client a spot on it. When a client joins a wait list through CAASI, CAASI tells them how many people are already ahead of them on the list.

Allow clients to join the wait list unpaid

Determines whether clients can join a wait list for an appointment, asset, class, and event without paying for the service beforehand. Clients must have a credit card or ACH account saved to their profile to join the wait list. If a client doesn’t have one of these payment methods saved to their profile, they’ll be required to add a credit card.

When this option is set to ON, clients will be allowed to join the wait list without paying for the service.

Automatically charge the client the drop-in rate upon promotion

Determines whether a client is automatically charged when they are promoted from the wait list. This setting is only visible when the Allow clients to join the wait list unpaid option is set to ON.

When this option is set to ON, clients will be automatically marked as Paid, if they own an applicable Purchase Option that can be used for the service booking. Otherwise, they’ll be automatically charged the drop-in rate for the service, but only if clients are allowed to purchase drop-in sessions and a fixed rate has been set.

When this option is set to OFF, clients are promoted from the wait list to the service without being automatically charged. Clients won’t pay for the service until they’re manually charged.

Note: When this option is set to ON, there may be a delay in charging the client after they’ve been promoted from the wait list.

Limit the maximum number of clients on wait list to [number]

Determines whether the wait list will be capped at a maximum number of clients. This option is only available when wait lists are enabled for one or more service types.

When this option is set to ON, there will be a limit on the maximum number of clients permitted to join the associated service’s wait list. Specify the maximum number of clients permitted to join the wait list in the adjacent field. When this option is set to OFF, there will be no limit on the number of clients permitted to join the wait list.

Wait List Promotion

Determines whether clients will be promoted from a wait list automatically. The wait list promotion options are only available when wait lists are enabled for one or more service types.

Select one of the following wait list promotion options:

• Clients are promoted automatically in the order they joined the wait list up to [number] [duration] before session start time

  • The client will be automatically promoted from the wait list to the attendance list for a session if another client cancels their booking within the set time.
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  • For example, if this setting is selected and set to 48 hours and a client cancels their booking 49 hours before the session begins, the first client on the wait list for that session will automatically be promoted to the attendance list.
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• Clients are notified to accept in the order they joined the wait list and have [number][duration] until the next person is notified.

  • If this is selected, the client who has been on the wait list the longest will receive the Class Wait List Promotion (Client Confirmation Required) email when a spot becomes available, and their information will appear in the Wait for Confirm List section under the attendance list. The client must click the button provided in the email within the specified amount of time to confirm their booking and move to the attendance list.
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  • If the client doesn’t confirm their promotion from the wait list within the specified amount of time, the next client on the wait list will be sent a Class Wait List Promotion (Client Confirmation Required) email.
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  • For example, if this setting is selected and set to 2 hours, but the first client on the wait list doesn’t confirm within two hours of receiving the Class Wait List Promotion (Client Confirmation Required) email, the next client on the wait list will be sent the email.
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• Fastest Response

  • When enabled, a notification is sent to all clients on the wait list simultaneously when a spot opens up. The first client to respond will secure the spot, while the others will receive a message indicating that the service is fully booked.
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  • If no client has responded yet and another spot becomes available, notifications will be resent to all wait-listed clients. Similarly, if a spot opens up after a client has already confirmed, the remaining clients on the wait list will receive a new notification.
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  • By default, the cut-off time for these notifications is set to 1 hour before the service begins.

Note: This also applies when a capacity increase opens up a spot. The client is promoted the same way, following the promotion mode and cutoff window above. Sessions already in progress are skipped.

After an in-person service ends, mark client as [status]

Select the attendance status that should be automatically assigned to clients after an in-person session is finished. Your choices are:

• Checked-in – Treat all clients as if they checked in to the service. This requires the staff member to manually change the status of those who didn’t show up to No-show.

• No-show – Treat all clients as if they didn’t show up for the service. This requires the staff member to manually change the status of those who attended to Checked-in.

• Pending – Treat all clients as pending. This requires the staff member to change the status of each client who attended to Checked-in, and each client who didn’t show up to No-show.

Start non-integrated virtual sessions automatically [number] minutes before the scheduled start time

If this option is set to ON, clients will be able to join non-integrated virtual service sessions the set number of minutes before the start time without requiring the host to start it first. The set number of minutes must be between 0 and 60, or an error will appear.

If this option is set to OFF, clients won’t be able to join non-integrated virtual service sessions until the host starts the session.

Mark clients as checked-in when they join a virtual session via the join link

If this option is set to ON, the attendance status of clients who join a virtual service through the virtual service link provided in their service notifications will be automatically set to Checked-in when their session ends on WellnessLiving. If a client joins the virtual session through another method or doesn’t join the virtual service, their attendance status will be automatically set to No-show when their session ends on WellnessLiving.

Note: Automatic attendance tracking requires staff members to start virtual services from within WellnessLiving. For more information, see hosting a virtual service.

If this option is set to OFF, the After a virtual service is finished, mark client as [status] option will appear. Select a status from the list that should be automatically assigned to clients after a virtual session is finished. Your choices are:

• Checked-in – Treat all clients as if they checked in to the service. This requires the staff member to manually change the status of those who didn’t show up to No-show.

• No-show – Treat all clients as if they didn’t show up for the service. This requires the staff member to manually change the status of those who attended to Checked-in.

• Pending – Treat all clients as pending. This requires the staff member to change the status of each client who attended to Checked-in, and each client who didn’t show up to No-show.

Return the cursor to the client search field after [number] [second(s)/minute(s)]

Determines how long after a scan or search the cursor automatically returns to the client search field, so staff can scan or search for the next client without clicking into the field first. Set a short time for a dedicated scan station, or a longer time if staff also search between client arrivals.

Open the client profile after a QUICK Auto Check-In scan

When ON, automatically opens the client's profile page after they're checked in through a QUICK Auto Check-In scan.

Auto-close successful check-in modal after [number] seconds

Determines how long the success message stays open after a successful check-in scan before it closes automatically. When OFF, a staff member must close the message manually after every scan.

Auto-close failed check-in modal after [number] seconds

Determines how long the failure message stays open after a failed check-in scan before it closes automatically. When OFF, a staff member must close the message manually after every scan.

Automatically generate client IDs for new clients

When ON, a client ID is automatically assigned to every new client profile. Client IDs are used for check-in and client lookup, and can be changed from a client's profile at any time.

Scan format

Determines the type of scannable code clients use to check in, shown in the Achieve app and on printed key tags.

• Barcode (default) – Assigns each client a standard barcode that works with any compatible barcode scanner and can be printed on a key tag.
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• QR Code – Assigns each client a QR code that automatically regenerates every 30 seconds. Because the code expires that quickly, a screenshot or printed copy stops working shortly after it's created, preventing it from being shared or reused.

ID Format

Determines whether the client ID behind the barcode or QR code stays fixed or changes over time.

• Static ID (default) – The client ID stays the same over time. Required if you use printed key tags, since a static ID lets door access hardware recognize returning clients without checking in with WellnessLiving on every scan.
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• Dynamic ID – The client ID automatically rotates every 30 seconds. A shared or copied ID expires before it can be reused, but this format isn't compatible with printed key tags.

Allow clients to adjust time zone

Determines whether clients can adjust their time zone. If this setting is enabled, the Time zone field will appear within every client profile. By default, this field will be automatically filled out in each client’s profile based on their home location.

Note: If the Time zone is changed within a client’s profile, the class schedule within the Client Portal, Custom Schedule Widget, and standard schedule widget will reflect this change. If the user isn’t signed in, the class schedule within the schedule widgets and the Client Portal will be displayed using the time zone in the client’s browser. If the client’s browser location isn’t available, the class schedule will be displayed using your business’s time zone.

Each service under a client’s attendance history and upcoming schedule will also be displayed using their selected time zone.

Caution: Selecting any of the standard time zones (such as Eastern Standard Time) won’t automatically adjust the system for daylight saving time. Use any of the daylight time zones (such as Eastern Daylight Time) to ensure the system automatically adjusts the time for daylight saving time.

Staff members will be logged out after [number] minutes of inactivity

When a staff member has been inactive for this amount of time, they will be automatically signed out of the system and returned to the sign-in page. The value must be between 2 and 720 minutes.

Clients cannot edit their profile picture after registering

When this option is set to ON, clients are unable to change their profile picture once it has been uploaded. Only staff members can change profile pictures for clients.

Restrict staff member access by IP Address.

When this option is set to ON, staff members can only sign in from preapproved IP addresses.

If IP restrictions are enabled, staff members will no longer be able to sign in to the Elevate Staff App.

If IP restrictions are enabled, staff members signing in to WellnessLiving from an IP address that isn’t preapproved will be automatically signed in to the Client Portal through their client profile. If the staff member tries to sign in as a staff member, an error message will notify them they aren’t signing in from an approved IP address.

Display relationships on the Client Portal and the Achieve Client App

When this option is set to ON, clients using the Client Portal or the Achieve Client App can view the Family Members tab on the Overview page. Additionally, clients can link the profile of any related clients to their own profile as a family member.

Allow clients to sign in to and edit related profiles of the selected relationship types

When this option is set to ON, clients can modify profile details. You can also select which type of relationships this policy applies to.

When this option is set to OFF, clients can’t modify profile details. The following restrictions also apply:

• On the Profile Details page, clients can only view the relationship type, profile image, first name, last name, and email of their family member’s profile. If the client is set to pay for the family member, their name will be displayed in the payee field, which is non-editable.

• Clients can’t view alerts relating to the family member’s profile.

Allow clients to view profile attachments in the Client Portal.

Allows you to control which profile attachments are visible to clients on their profile. This will also allow clients to download the attachments that they can see on their profile.

When this option is set to ON, you can also set the Default visibility for new client profile attachments option below to determine whether newly uploaded attachments are visible to clients by default.

Default visibility for new client profile attachments

Determines whether newly uploaded client profile attachments are visible to clients by default. This option only appears when Allow clients to view profile attachments in the Client Portal is set to ON.

• Not visible – New attachments aren't visible to clients until a staff member manually changes the visibility. This is the default option.
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• Visible – New attachments are automatically visible to clients as soon as they're uploaded.

Note: Changing this setting doesn't affect attachments that were already uploaded. Staff members can still manually change the visibility of any individual attachment from the client's profile.

Allow clients to book their relationships without switching profiles

When this option is set to ON, clients can book services for family members without switching profiles.

Allow clients to make online payments toward their account balance

Set this option to ON to allow clients to make online payments to their account balances from the Client Portal and the Achieve Client App.

Combine payments for clients that pay on behalf of their relationships

Set this option to ON to group all payments due on the same day for a client's relationships into a single transaction.

Charge a client's positive balance for scheduled auto-payments before using their saved credit card or ACH account

Set this option to ON to charge a client's account balance for scheduled auto-payments before their saved credit card or ACH account is charged.

Automatically charge clients with a negative account balance at the set frequency

Set this option to ON to automatically charge the amount clients with a negative account balance owe to their default payment method on the schedule you set.

Your options are:

• Charge schedule – Select how often to charge clients with a negative account balance.

• Day of the week – Select which day of the week the charge runs.

Note: For businesses using Collections, when this setting is ON, clients in Sent to Collections status are automatically excluded from these charge attempts. No charge is made against their saved payment method. If a client's collections status is later resolved, automatic charging resumes as normal.

Reattempt failed automatic payments

Set this option to ON to automatically retry failed auto-payments before the client's account balance is charged. Auto-payments occur when a client is charged for a Purchase Option renewal, bulk billing charge, or other automatic charge.

Your options are:

• Number of attempts before charging client's account balance – Enter how many times to retry a failed payment before debiting the client's account balance.

• Exceptions – Select the decline reasons for which the system won't reattempt payment. Options include Insufficient funds, Do not honor, No such issuer, Credit card is expired, Processor error, Invalid expiration date, and Invalid card number.

• Charge client's account balance after final failed payment attempt – When this option is set to ON, the client's account balance is debited after all retry attempts are exhausted. Under Charge amount, enter the dollar amount to charge.

Note: When attempts to collect an outstanding balance fail, the system won't charge decline fees, regardless of the settings above.

Automatically generate account statement for clients

Choose what period the statement covers, how often it is generated, and which details to include. Clients who pay on behalf of their relationships will have one combined statement that includes both their own and their relationships' activity. Statements are generated at the start of the day in your business local time zone.

When enabled, generate account statements for clients automatically on a set schedule.

Your options are:

• Generate statements – Select how often statements are generated. Options are Monthly, Weekly, and Bi-weekly.

  • For Monthly, select the day of the month (1st of the month, 15th of the month, Last day of the month, or Specific day).

  • For Weekly or Bi-weekly, select the day of the week.

  • The default is Monthly on the 1st of the month.
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• Statement period – Select the period of account activity to include in each statement.

  • Since last statement date – Each statement covers activity from your last statement date up to the day before the next statement date. For example, if statements are generated monthly on the 15th, the statement created on May 15 will show activity from April 15 to May 14. The last statement date comes from your automatic schedule, not from manual statements.

  • Last week – The statement period starts on Sunday and ends on Saturday each week.

  • Last week to date – The statement period starts on the Sunday of the previous week and ends today.

  • Last month – The statement period starts on the first day of last month and ends on the last day of last month.

  • Last month to date – The statement period starts on the first day of last month and ends today.

  • Previous 7 days – The statement period starts 7 days before today and ends yesterday.

  • Previous 14 days – The statement period starts 14 days before today and ends yesterday.

  • Previous 30 days – The statement period starts 30 days before today and ends yesterday.

  • Previous 90 days – The statement period starts 90 days before today and ends yesterday.

Note: To manage the email notification sent to clients when a statement is generated, see Client notification types.

Format address for mailing envelopes

Set this option to ON to turn on Format address for mailing envelopes by default in the Generate statement overlay, for both manually generated and automatically generated statements. Staff can still turn it off for an individual manual statement.

Statements generated with this option on use an address layout sized to sit inside a windowed envelope.

Include transactions processed by other payment methods

Set this option to ON to turn on Include transactions processed by other payment methods by default in the Generate statement overlay, for both manually generated and automatically generated statements. Staff can still turn it off for an individual manual statement.

Statements generated with this option on show a client's full purchase and payment activity, not just the transactions that moved their account balance.

Include failed transactions

Set this option to ON to turn on Include failed transactions by default in the Generate statement overlay, for both manually generated and automatically generated statements. Staff can still turn it off for an individual manual statement.

Statements generated with this option on show failed charges alongside successful ones, so the client can see attempts that didn't go through, not just the ones that did.

Show staff notes

Set this option to ON to turn on Show staff notes by default in the Generate statement overlay, for both manually generated and automatically generated statements. Staff can still turn it off for an individual manual statement.

Statements generated with this option on carry forward any notes staff attached to a transaction, so the context isn't lost when it's shared with the client.

Enable priority levels to determine which Purchase Option is used when booking a service

When this option is set to ON, you can assign a priority level to memberships and session passes.

When booking a service, the Purchase Options that are assigned a higher priority level will be used to pay for the service.

If multiple Purchase Options have the same priority level, the Purchase Option with the earliest expiration date will be used to pay for the service first. For more information on assigning priority levels to Purchase Options, see Membership advanced settings and Session pass advanced settings.

Automatically reconcile unpaid visits after check-in

When this option is set to ON, visits with a payment status of Not Paid will be automatically reconciled upon check-in using the client’s Purchase Option with highest applicable priority. If no applicable Purchase Option is available, the payment status will remain as Not Paid.

Google sign-in

To allow clients to sign up and sign in to your business using their Google account, set this option to ON.

If you set this option to OFF, clients that have already registered with your business using their Google account must click Forgot password? on the sign-in screen to reset their credentials.

Facebook sign-in

To allow clients to sign up and sign in to your business using their Facebook account, set this option to ON.

If you set this option to OFF, clients that have already registered with your business using their Facebook account must click Forgot password? on the sign-in screen to reset their credentials.

Microsoft sign-in

To allow clients to sign up and sign in to your business using their Microsoft account, set this option to ON.

If you set this option to OFF, clients who have already registered with your business using their Microsoft account must click Forgot password? on the sign-in screen to reset their credentials.

Note: The Microsoft Outlook integration can only be used with personal Microsoft accounts. If staff members and clients want to connect their organizational Microsoft accounts, they must contact WellnessLiving Support for further assistance.

Apple sign-in

To allow clients to sign up and sign in to your business using their Apple ID, set this option to ON.

If you set this option to OFF, clients who have already registered with your business using their Apple ID must click Forgot password? on the sign-in screen to reset their credentials.

Show client vaccination status

When this option is set to ON, you’ll be able to set a client’s vaccination status on the Overview page of their client profile.

For more information, see Modifying a client’s vaccination status.