Zenoti allows you to set up a list of specific reasons that your front desk can select from when they:

  • cancel a membership

  • cancel an appointment

  • delete an appointment

  • mark an appointment as a turnaway

  • add the loyalty points manually

  • mark an appointment as a No Show

To add a new reason

  1. At the organization level, click the Admin icon and navigate to Setup > Reasons.

  2. At the top-right corner of the page, click Add.

    The Create Reasons page opens.

  3. In the General section, complete the following:

    • Name: Give a name to the reason. For example, private rooms unavailable.

    • Code: Enter a code to easily identify the reason. For example, you can use PRU as the code for private room unavailable.

    • Type: Select one of the following reason types:

      a) Appointment cancellation: Select this type if you create the reason to track appointment cancellations. When canceling an appointment, the front-desk staff must select a reason from the list of Appointment cancellation reasons. For example, the front-desk staff may cancel appointments when a guest is out traveling or if a guest is unwell and unable to come in for an appointment.

      b) Membership cancellation: Select this type if you create the reason to track membership cancellations. This helps you analyze why members drop out from a membership program. For example, guests may relocate to another state or country.

      c) Appointment deletion: Select this type if you create the reason to track appointment deletions. When deleting an appointment, the front-desk staff must select a reason from the list of Appointment deletion reasons. For example, the front-desk staff may need to delete an appointment, if a guest is no longer interested in taking the service.

      d) Turnaways: Select this type if you create the reason to track turnaways.

      When there is no possibility to book an appointment for a guest, the front-desk staff can mark the appointment as a ‘turnaway’ and select the appropriate reason from the list of turnaway reasons. For example, the center may be fully booked or the guest may be seeking an appointment outside of the center's working hours.

      e) Loyalty Points Update: Select this type if you create the reason to track manual addition of loyalty points. When manually adding loyalty points, the front desk staff must select a reason from the list of "Loyalty Points Update" reasons. For example, the front desk may need to manually add loyalty points for a guest as a gesture of goodwill.

      f) Guest No Showed: Select this type if you want to track No Show guests from Appointment Book or Queue. Your front-desk staff can choose an appropriate reason from the list and add comments when marking the guest as a No Show.

      Note: The Guest No Showed type is different from the predefined Guest Automatic Purge type.

    • Description: Enter the reason description such as private rooms are unavailable to complete the appointment request.

    • Active: By default, the check box is selected to display this reason when canceling a membership, appointment, or when marking an appointment as turnaway.

      Clear it if you want to prevent this reason from showing up in the list of reasons.

  4. Click Save.

    The reason is created successfully.

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