Bookings & payments

Managing bookings in the admin

The bookings list

Bookings opens on By event and Upcoming. You see your classes and events still to run, soonest first, each with the people booked on it.

Each event's heading shows how full it is, with the same bar as the Events list. If your role includes Reports, it also shows what the event collected. That is money taken, less refunds. It leaves out gift cards (counted when the card was sold) and complimentary bookings. What gift cards paid for the event shows beside it, as on the Events list. An event that is running now is marked In progress.
Each event shows its first 8 bookings. Click Show more under it, or View event in its heading, to open the event's page with everyone on it.
Each page holds 10 events, so an event is never split across two pages.
Past lists events that have ended, the most recent first. Search and the status and payment filters work in both Upcoming and Past.
All bookings is a table of every booking, one row each. Click a column heading to sort by it.
A paid booking just says it is paid, and anything else gets a badge. So unpaid and refunded bookings stand out.

Admin booking options

Choose the event and how many spots to book.
If you have no event to book onto yet, past or upcoming, New booking shows a button to add an event in place of the form.
Pick an existing customer, or add a new one as you book.
Note whether the customer agreed to marketing emails and how they heard about you. Add any notes about the booking or the customer.
Enter a promo code and check the discount before you confirm.
Apply one or more gift cards or class passes. Class passes pay for spots first, then gift card balances pay what is left. Anything still owing is paid another way.
Add any add-ons. Each add-on can be limited to one per guest or one per booking, or have no limit.
If the class needs a waiver or a cancellation policy, tick the box to confirm the customer has accepted it.
Choose a Payment method. The choices are card, cash, check, bank transfer, Not paid yet (pays on site) and Sold on another site. For a free place (a staff member or a guest), tick the box confirming the booking does not need payment.
Some customers book and pay on another site, such as a marketplace that sells your classes. For them, choose Sold on another site and type the site's name. The price is recorded as paid, so your revenue and tax reports count it. The revenue report shows a Sold on other sites table by site name. Eventbrite sales can come in this way on their own. See Eventbrite.
Email the customer a confirmation is ticked unless you untick it. Choosing Sold on another site unticks it for you. When it is unticked, FullClass sends that customer no confirmation, reminder or review request for the booking, because the site they booked on has already been in touch. You can still send the confirmation later from the booking page.
If the event is full but you want to fit someone in, tick Override spot limit. Only do this when you are sure there is room.
FullClass works out the total for you (spots, add-ons, tax and any discount) and shows it before you confirm. You never type the amount. If your prices include tax, the tax shows under the total as an Includes line.

Write down why. Free places and squeezing someone into a full class are handy at the front desk. But always add a note saying why. It saves confusion when you look back at your reports.

Recording an on-site payment

When a customer pays in person, open the booking and use Record on-site payment. This is common after they booked with Pay on site. Pick how they paid (cash, card, check, bank transfer or other) and confirm. You can change the amount, or leave it blank to pay off the full balance. If you use Square, the payment is also recorded in Square (as cash or an outside payment), so your Square records match. The payment is added to the booking. Once the balance is covered, the booking changes to Paid. The button only shows while a booking still owes money. A course is paid for as a whole. Open the course purchase and use Record on-site payment there, or on any of its session bookings. A blank amount pays off every session at once.

Recording the payment is the only way to mark a booking paid. When you edit a booking's note, the Payment status list offers only Pending and Failed. That is because a booking marked paid with no payment has no amount behind it. The receipt, the cash totals and the reports would all leave it out.

The customer gets a receipt. Recording the payment emails them the amount, the date and whether anything is still owed. So a customer who pays at the door gets it in writing, and you do not have to send anything. If they only paid part of the balance, the email says what is left. It does not tell them the booking is paid off. The full price breakdown stays on their booking page, which the email links to.

Applying a gift card to an existing booking

Sometimes a customer brings a gift card after the booking is made. Open the booking and use Apply a gift card. You can enter several codes at once, with commas or spaces between them.

What happens next depends on whether the booking has been paid.

Still owing (a pay on site booking, or an unpaid booking made in the admin). The card comes straight off the balance. Nothing is refunded, because nothing was taken. The booking changes to Paid once the card covers the whole balance.
Paid online. The card replaces money you already took. So that amount is refunded on its own, the same way the customer paid.
Paid in cash, by check or by bank transfer. The amount is recorded on the booking, but no refund can be sent, because there is no card or account to send it back to. You need to hand that money back yourself. The message you see on screen says so, and the activity log records it as owed.
Part paid. The card pays what is still owing first. Only what is left over is refunded. This is on purpose, so a booking never refunds more than it took.

A gift card with a balance pays up to whatever is still unpaid. A class pass pays for one full spot, including its share of any discount and tax. A class pass never pays for add-ons. You cannot put a gift card on a complimentary booking, because it owes nothing and took nothing.

The customer is emailed. Applying a gift card sends them a note about what happened to their money. It says the balance you cleared, the amount refunded to their card, or the amount you owe them back for a booking they paid in cash. One email covers everything you applied at once, however many codes you entered. The gift card codes are never in the email, because the person who booked is not always the person who owns the card.

Moving a booking to a different event

You may need to call off a class because too few people booked, or a customer may ask for another date. Open the booking and use Switch event. Pick the new event, say how you will handle any price difference, and confirm. The spots are freed on the old event and taken on the new one in one step, so neither event is oversold. The top of the page shows the move, with the event they are on now beside the one they are going to. It warns you when the move would take the new event's last spots.

The list offers every upcoming event with room for the whole booking, not just other dates of the same class. Other dates of their current class come first. Everything else follows under Other classes, and each of those rows is tagged Different class, so you never move someone to another class by mistake. Events that belong to a course, are canceled, or are priced in another currency are not offered.

A price difference is flagged, not charged. Every event in the list shows what it would add to or take off this booking. If you pick one with a different price, a warning shows above the button before you confirm. That figure compares the two events' prices as you entered them. It has no tax added and comes before any discount on the booking, because a move never changes the booking's price. The switch itself never moves any money. Costing more and costing less are handled differently, as below.

When the new event costs more, you cannot collect the difference online. Not on that screen, and not from the booking later. A move never changes the booking's price, so no balance shows up for you to take a payment against. Nothing charges the card they paid with either. You have to take the difference in person, which is what Collect in person records. If the customer needs to pay online, do not switch them at all. Cancel this booking with a refund, and let them book the new event themselves at its own price through your normal checkout. The warning has a link straight to the booking so you can do that.

When the new event costs less, use Adjust the price on the booking. That sends the difference back to the card they paid with. Or you can hand it back in person.

Either way, you record how you settled it. The page only offers the answers that fit. When the new event costs more, you can choose Collect in person or Waive (you absorb the difference). When it costs less, you can choose Refund or Waive. When the prices match, there is nothing to answer. Your choice, the amount and any reason you type are kept in the activity log.

What a move does not carry with it. Moving someone into a different class leaves a few things just as they were. The page lists the ones that apply to the event you picked, under Check these before you move this booking. None of them stops the move, because you must always be able to empty a class you have called off.

Add-ons stay on the booking. The customer paid for them at the price they paid. So nothing is charged or refunded, and the line stays on their receipt. If the new class does not sell that add-on, the page names it. It will still show on the new class's roster, and someone has to decide what to hand over.
Waivers do not follow. A waiver belongs to a class, so a customer moved into another class may not have signed what that class asks for. The page names any waiver they are missing. Get their signature before the class and keep it with your records. FullClass cannot yet record a waiver signed outside checkout. If you changed a waiver after they signed it, it counts as unsigned, just as it would at checkout.
Tax is not worked out again. Tax rates follow an event's location. So an event at another location, or one marked tax exempt, is taxed differently from the one they are on now. The booking keeps the tax it was charged. The page tells you so, so you are not left with a figure that is only nearly right.

The customer is emailed about the change, with the old date crossed out beside the new one. When the move is to another class, the email names both. So someone who booked one class and now has a spot in another sees that straight away. They will not turn up expecting the class they first booked.

The email also has a calendar file that moves the booking in their calendar. It updates the entry their confirmation made, instead of adding a second one. The old date goes away and the reminder moves with it, so they are not left with two entries and no way to tell which is right. They do need to open the file for their calendar to pick up the change.

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