Hi, welcome to Quoox University.
In this course, we’re running through frequently asked questions that come up a lot with our current clients and facility owners. And in this video specifically, I’m going to cover the “my member can’t book”, frequently asked question.
So let me show you how we can see why that might be the case. Honestly a lot of the time it could be a member error, it could be that they haven’t paid for a membership for example, or they’re just trying to book a session, they don’t have access to. But we can see what’s going on through the Quoox portal.
So let’s start by going to my.quoox.com. We’re going to log in to our main dashboard. Now what we’re going to do is we’re going to navigate to the members’ page, so we’re going to go on the left-hand side, drop down menu, and go to manage, and then members.
So the member in question is Marge. She can’t book onto a specific session, so we’re going to click into her profile, already we can see that she has got 14 credits. So let’s go into her memberships tab, within that we can see that she does have an active membership, and that she does have if you can see here credits available.
So what we’re going to do is we’re going to click the check eligibility button. This brings up a pop-up that allows us to select which session and which date the member is trying to book for specifically, and then analyse why they may not be able to book on that session. So let’s say they’re looking to book for next Monday, and the desired session is the nine o’clock industrial strength. The member is Marge, so we’re going to stick with her and we’re going to start the analysis on that.
What you’ll see now is the analysis of the member’s membership, credits, and the session they’re trying to book, and whether they have access to do that. There’s a lot of green ticks on this page, which is normally the case.
So what we can see here is that they… the cost of the session, whether it’s a credit, or the pay as you go cost, we’ve checked that the member’s not blocked.
They have an active membership, which we could already see.
There is session capacity. So it’s not fully booked and it’s within the bookable window. We then get further analysis.
So we’re now getting analysis on all of the credit packs that they have available and whether they are in date, or applicable to the venue, and can be used on that session. We have two crosses here, mainly because the date isn’t valid for this credit pack specifically, and or the session doesn’t match. So for this credit pack, it may be that the session doesn’t exist that far in advance, but the majority is nice, big green ticks.
If you scroll straight down to the bottom, you can see that the analysis determination is that they may book using the credits they have on their membership, or they may book using pay as you go. So in this instance, it may be a completely different reason as to why the member can’t book, but we know it’s not to do with their membership, or their credit allocation. I would in this case, go back to your member and understand if they’re looking at the correct session. If they are looking at a session that may be fully booked, or by all means, you could go to the schedule and check if it’s fully booked and see why that, if that might be the case, but that is how you check availability for the member. In question that seems to not be able to book on a session.
I hope that answers any questions, and helps with the data analysis side of things. Feel free to get in touch at support.quoox.com, and we’ll be happy to help. I’ll see you on the next video.